Senior Specialist, Quality Assurance

The role as **Senior Specialist, Quality Assurance** in operations department at Manulife is responsible for conducting and overseeing the quality assurances across multiples business in operational departments by following the established QA process/SOP and methodologies. This includes ensuring that New Business and Underwriting, Claims, Policy Administration & Disbursement, and the Contact Center, including complaint handling consistently achieve the highest standards of quality and compliance.

**Position Responsibilities:**

+ Conduct and overseeing end‑to‑end monthly quality assurance (QA) to ensure the accuracy and quality of data captured and processed in accordance with procedures, guidelines, and service standards, while delivering high‑quality customer service across New Business & Underwriting (NBUW), Policy Administration and disbursements (POS), Claims, and Contact Center operations, including effective complaint handling.
+ Prepare detailed monthly QA...