Senior Quality Analytics Lead - Customer Impact

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

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.