Senior Quality Analyst — QA Leader

Sun Life; Philippines; On-site; PHP 400,000 - 800,000; Full time

Job summary

Sun Life Philippines is seeking a Quality Analyst to conduct independent quality assurance assessments for Canadian Operations, interpreting results and partnering with Business Partners. The role requires deep knowledge of quality processes, scoring, sampling and regulatory considerations, with back-office experience and strong communication skills.

Responsibilities include delivering quality assessments per SLAs, reporting gaps, and proposing improvements, while coordinating with the Strategic

Qualifications

• University degree or equivalent in Insurance/Financial Services industry.
• 3+ years in Quality or GB/GB/GRS call center.
• Strong written and verbal communication skills.
• Collaborative and interactive team style.
• Good time management and customer-obsessed mindset.

Responsibilities

• Conduct quality assurance assessments for ongoing programs.
• Deliver quality assessments per SLAs with feedback and improvement monitoring.
• Report and resolve process gaps found through assessments.
• Respond to appeals and communicate with Business Partners at various levels.
• Implement quality best practices and share observations with leadership.
• Collaborate with budgeting and strategic quality teams on program updates.
• Present findings to leadership with OLP Partners, guide training needs and calibrations.

Skills

Back-office experience

Quality assessment processes

Scoring

Sampling

Reconciliation methodology

Quality framework

Microsoft Office

Regulatory environment

Auditing basics

Budgeting

Communication skills

Education

University degree or equivalent in Insurance/Financial Services

Tools

Recording tools

Quality management software

Job description

Sun Life Philippines is seeking a Quality Analyst to conduct independent quality assurance assessments for Canadian Operations, interpreting results and partnering with Business Partners. The role requires deep knowledge of quality processes, scoring, sampling and regulatory considerations, with back-office experience and strong communication skills.

Responsibilities include delivering quality assessments per SLAs, reporting gaps, and proposing improvements, while coordinating with the Strategic