Senior Analyst II

Sun Life Financial; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sun Life is seeking a Quality Analyst to perform independent, complex QA assessments for Canadian Operations, partnering with OLP Leads. You will maintain quality programs, analyze metrics, and drive continuous improvements within a back-office environment.

You will apply a solid understanding of quality processes, auditing standards, and governance. The role requires strong communication, collaboration, and problem-solving in a fast-paced team setting.

Qualifications

• University degree, possibly a certification / diploma, or college degree (or equivalent number of years of experience in the Insurance and Financial Services industry)
• 3+ years’ work experience in Quality, and/or in the GB or GB/GRS call center
• Strong written and verbal communication skills
• Collaborative and interactive team player
• Strong time management
• Customer obsession mindset
• Ability to collaborate with colleagues and business partners
• Ability to influence and make recommendations
• Solution focused mindset

Responsibilities

• Conducts quality assurance assessments for ongoing quality programs.
• Delivery of quality assessments as defined in the Service Level Agreements in terms of quality, quantity, and timeliness, or as otherwise agreed upon with Business Partner while providing constructive feedback and recommendations for improvement and monitoring these improvements.
• Reporting and resolving process gaps found through assessments.
• Respond to assessment appeals from the Business Partners and communicate with various levels within the Business Unit
• Implementation of Quality best practices
• Make recommendations to Strategic quality team for enhancing quality programs that support Canadian Operations.
• Present quality results and observations to the Business Unit’s leadership team partnering with OLP Business Partner Leads.
• Subject Matter Expert for the application of Quality development methodologies and principles.
• Understand impact of Quality portion on budget targets.
• Actively participate in Calibration meetings.
• Accountable for performing Quality within Quality for team members.
• In conjunction with the Consultant/Manager, analyze quality data and present Quality findings through meetings with Business Partners and working closely with OLP Business Partner Leads.
• Identify training issues/gaps via error tracking (trending analysis)
• Subject Matter Expert on Quality driven projects and projects requiring updating of Programs.

Skills

Quality assessment processes

Recording tools

Scoring methodology

Sampling methodology

Quality Framework

Guiding Principles

Microsoft Office

Regulatory knowledge

Auditing standards basics

Budgeting risks

Education

University degree / certification or college degree (or equivalent experience)

Tools

Microsoft Office

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description

The Quality Analyst conducts independent and objective complex quality assurance assessments, interpreting and delivering results to Canadian Operations Business Partners collaborating with the OLP Business Partner Leads. They maintain and update current quality programs and provide analysis of quality metrics to identify, recommend and implement continuous improvements for Canadian Operations.

Preferred skills

With back-office experience

• In-depth knowledge of: Quality assessment processes, recording tools.
• Scoring, sampling and reconciliation methodology
• Quality Framework and Guiding Principles
• Microsoft Office software
• Business area processes, controls, and systems
• Regulatory and legislative environment
• Basic knowledge of: Generally Accepted Auditing Standards
• Risks Budgeting

Qualifications

• University degree, possibly a certification / diploma, or college degree (or equivalent number of years of experience in the Insurance and Financial Services industry)
• 3 + years’ work experience in Quality, and/or in the GB or GB/GRS call center
• Strong written and verbal communication skills
• Demonstrate a collaborative and interactive style that initiates and facilitates discussion within the team.
• Strong time management skills
• Customer obsession mindset
• Ability to collaborate with colleagues and business partners.
• Ability to influence and make recommendations.
• Solution focused mindset

Responsibilities

• Conducts quality assurance assessments for ongoing quality programs.
• Delivery of quality assessments as defined in the Service Level Agreements in terms of quality, quantity, and timeliness, or as otherwise agreed upon with Business Partner while providing constructive feedback and recommendations for improvement and monitoring these improvements.
• Reporting and resolving process gaps found through assessments.
• Respond to assessment appeals from the Business Partners and communicate with various levels within the Business Unit
• Implementation of Quality best practices
• Make recommendations to Strategic quality team for enhancing quality programs that support Canadian Operations.
• Understand the importance of internal benchmarking requirements (quantity, quality & timeliness) & identify/create best practices within Quality.
• Present quality results and observations to the Business Unit’s leadership team partnering with OLP Business Partner Leads.
• Subject Matter Expert for the application of Quality development methodologies and principles.
• Understand impact of Quality portion on budget targets.
• Actively participate in Calibration meetings.
• Accountable for performing Quality within Quality for team members.
• In conjunction with the Consultant/Manager, analyze quality data and present Quality findings through meetings with Business Partners and working closely with OLP Business Partner Leads.
• Identify training issues/gaps via error tracking (trending analysis)
• Subject Matter Expert on Quality driven projects and projects requiring updating of Programs.

Job Category: Call Centre Posting End Date: 28/08/2026

Shine together

At Sun Life, you can be your most brilliant self. Our supportive, flexible, and inclusive work environment is one where you – and your career – can thrive. Whatever your aspirations, collaborative leaders and colleagues are ready to help you learn, grow, and succeed. Make life brighter. We’re a global company with a passion for people. Our purpose is to help Clients achieve lifetime financial security and live healthier lives. As a team of 30,000 across 26 countries, our impact is far-reaching, and locally relevant. There’s power in numbers. As part of Sun Life’s growing team, you have an impact on people in your community and around the world. Shape the future. With an optimistic eye on a brighter future, we drive to innovate. Be part of leading change, push boundaries and try new ways of working. Use data to drive bold actions. Be agile and pivot as we test and learn. At Sun Life, we’re driving transformation, sustainability and innovation for our Clients, employees, partners, and communities. Join us. Together, we can make the future brighter. Join a top employer for a brighter future. Visit Sun Life Careers