Senior Quality Analyst

The Sr. Quality Analyst is responsible for evaluating processed transactions within a specified sample size and turnaround time against existing and new process and product guidelines to ensure that standards are followed.

Carefully review and analyze the details of disputes submitted by processors or other stakeholders to determine their validity by assessing the evidence and documentation provided in support of the dispute, as well as the original audit findings.

Key Accountabilities

• Ability to perform responsibilities of Billing and Income plus selected additional duties.

• Attend department staff meetings to discuss processing issues and clarification measures.

• Attend meetings, focus groups and discussions from internal and external business units to ensure accurate and concise processes are quality checked and documented.

• Attend to all departmental tasks assigned by the team leader

• Work with team leader for creating team and Business Unit wide process improvement initiatives and contests

Qualifications

• Must have at least a year tenure in their current level

• Must have good and consistent metrics.

• Experience managing multiple tasks and ability to work in a fast-paced environment.

• Candidate must meet the work expectations and resilient to changes with the queues within the day

· Good understanding of team's Product

· Basic Operational knowledge of team tools and systems

· Basic working knowledge of team's processes

Technical Skills

· Data Analysis and Research - Knows how to find and collect relevant information; able to analyze and interpret data

· Administrative - Ability to validate data, check, compare and key-in pertinent information on system

· Document - Ability to provide clear and concise comments to convey history and instructions

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 hr@manulife.com.

About Us

We're Manulife. And we’re on a mission to make decisions easier and lives better.

Better is what drives us. It’s what inspires us to find new ways to support customers and colleagues in living longer and healthier lives. It’s the reason we’re dedicated to investing in digital innovation and industry-leading AI, and accelerating a sustainable and economically inclusive future.

Joining us means you’ll be empowered to learn and grow your career. We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words. And as part of our global team, you’ll help shape the future you want to see – and discover that better can take you anywhere you want to go.

We’re proud of our accomplishments and recognition. Recent awards include:

• 2026 Gallup Exceptional Workplace Award Winner
• Manulife Named one of Forbes World’s Best Employers 2025
• Financial Times World’s Best Employers Asia-Pacific 2026
• We’ve been recognized as one of Canada’s Top 100 Employers 2026
• #1 Life Insurer for AI Maturity by Evident 2026

Our ambition is to be the number one choice for customers. Learn more at https://www.manulife.com/.