Quality Assurance Senior Analyst

As a Quality Assurance Senior Analyst, you will play a key role in driving operational excellence by providing quality insights, identifying improvement opportunities, and partnering with Operations, Training, and Onshore stakeholders to enhance performance and customer outcomes. In return, the role offers valuable exposure to cross-functional collaboration, quality leadership initiatives, and opportunities for professional growth within the Quality and Operations organization.

Position Responsibilities:

• Perform quality monitoring and evaluations of customer interactions and operational processes to ensure adherence to established quality standards, compliance requirements, and business expectations.

• Review quality data, identify trends, uncover root causes of performance gaps, and deliver actionable recommendations to support continuous improvement and operational excellence.

• Collaborate with Operations Leaders and the Training Team to address quality concerns, support coaching initiatives, and improve overall team performance and customer experience outcomes.

• Participate in and lead calibration sessions with internal and onshore stakeholders to ensure consistent application of quality standards, evaluation criteria, and performance expectations.

• Contribute to onboarding and quality readiness efforts for new hires, support process improvement initiatives, and help maintain a culture of quality as the Affinity Markets NB Operations Team continues to grow.

Preferred Qualifications:

• Minimum of 1-2 years of experience in Quality Assurance or a related role within operations, or shared services environment.

• Familiarity with Affinity Markets NB Operations processes, performance metrics, quality frameworks, and customer experience standards.

• Strong analytical skills with experience interpreting quality data, identifying trends, performing root cause analysis, and developing actionable recommendations. Knowledgeable in Microsoft Excel and PowerPoint for reporting tasks.

• Experience facilitating calibration sessions and partnering with Operations, Training, and business stakeholders to drive performance improvement and quality consistency.

• Exposure to process improvement, operational excellence, coaching, or performance management initiatives, with the ability to influence positive change in a fast-paced environment.

When you join our team:

• We’ll empower you to learn and grow the career you want.

• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.

• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact [email protected].

Hybrid