Quality Analyst
Manulife Business Processing Services Lapu-Lapu
QUALITY ANALYST
The Quality Assurance Analyst is responsible for evaluating contact center calls and transactions to ensure accuracy, compliance with policies, and a high-quality customer experience. This role analyzes error trends, prepares quality reports, and provides feedback to management and customer service representatives.The Analyst collaborates with trainers and stakeholders to identify training needs, recommend process improvements, and support continuous improvement across operations through data-driven insights and quality standards.
Position Responsibilities:
- Review transactions for accuracy, completeness and adherence to company policies and procedures.
- Define, quantify and analyze error causes. Analyze trends and recommend workflow changes and processing improvements including system enhancements as required.
- Coordinate monthly reporting of individual/team processing errors, and the percentage of errors for quality error codes and transaction work types.
- Provide feedback to Managers on trend analysis, monthly reporting, and representative progress. Communicate processing errors to representatives.
- Work with On-the-Job Trainers to discuss processing trends, determine development and training opportunities, and measure the progress and effectiveness of training.
Required Qualifications:
- Post-secondary education or high school diploma and equivalent business experience
- 24 months+ of specific business product/service experience
- Familiarity with MPS/AWD/INFOR
Preferred Qualifications:
- Excellent communication skills
- Comprehensive knowledge of products
- Understands interrelationships between all processing systems
- Strong analytical and problem resolution skills
- Able to interpret customer service needs and Effective presentation skills and reporting capabilities
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.
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