Quality Assurance Specialist – Process Improvement

Manulife Financial; Quezon City; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Manulife Financial is seeking a Quality Assurance Specialist to join our Retirement Operations team in Manila. You will review transactions for quality and accuracy, identify error trends, and support process improvements while coaching associates to ensure adherence to standards.

The role requires at least 1 year in quality assurance or related operations, strong analytical and communication skills, and a Bachelor's degree or equivalent experience.

Qualifications

• Minimum of 1 year of experience in quality assurance or related field.
• Experience conducting transaction reviews and quality audits.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication.
• Bachelor's degree or equivalent business experience.

Responsibilities

• Conduct quality reviews of transactions to ensure accuracy.
• Identify, analyze, and report processing errors, root causes, and quality trends to support continuous improvement initiatives.
• Provide coaching, feedback, and support to associates and serve as a subject matter expert on processes and administrative systems.
• Partner with managers, trainers, and stakeholders to recommend workflow enhancements, training opportunities, and procedural updates.
• Prepare quality reports, communicate findings, and support the resolution of operational issues and first-level escalations.
• Maintain process documentation and contribute to initiatives that improve operational efficiency and service quality.

Skills

Quality assurance

Analytical skills

Communication

Time management

Coaching

Education

Bachelor's degree

Job description

Manulife Financial is seeking a Quality Assurance Specialist to join our Retirement Operations team in Manila. You will review transactions for quality and accuracy, identify error trends, and support process improvements while coaching associates to ensure adherence to standards.

The role requires at least 1 year in quality assurance or related operations, strong analytical and communication skills, and a Bachelor's degree or equivalent experience.