We are a leading financial services provider committed to making decisions easier and lives better for our customers and colleagues around the world. From our environmental initiatives to our community investments, we lead with values throughout our business. To help us stand out, we help you step up, because when colleagues are healthy, respected and meaningfully challenged, we all thrive. Discover how you can grow your career, make impact and drive real change with our Winning Team today.

　　Working Arrangement

　　Hybrid

　　Job Description

　　As our ideal candidate, you contribute in your ability to communicate optimally with people. You have a high-energy level and a desire to become part of a globally dynamic organization offering long-term career opportunities.

　　The Quality Assurance Analyst will be accountable to support a team of Licensed Insurance Advisors in conducting QA and compliance audits in accordance with regulations and internal policies/ procedures. The analyst will also assist in the development and implementation of workflows and process improvements that will aid in the enhancement of business processes.

　　The incumbent is responsible to manage multiple functions including:

　　Review of customer interactions to ensure accuracy and compliance with company policies and procedures

　　Analyze trends, communicate findings and establish best practices

　　Document workflows and operational activities as regulations and policies are updated

　　Key Accountabilities

　　Review processes and interactions between the sales & retention advisors and customers to ensure compliance with internal policies, procedures and other requirements

　　Handle audits efficiently and with consistency by the agreed upon deadline

　　Clearly communicate findings and escalate potential risks to ensure those are appropriately addressed

　　Facilitate regular calibration and participate in the periodic review of the QA process

　　Analyze existing processes and business workflows with the goal of driving operational efficiencies and setting up best practices

　　Identify process improvement opportunities as the business evolves and new enablers are introduced

　　Carry out ad-hoc tasks/projects as requested by immediate supervisor and/or Head of Regulatory Compliance

　　Document workflows and operational activities as regulations and policies are updated

　　Contribute to and support the business through the application of change management practices

　　Track and report work completed as it relates to projects/initiatives and proactively escalate any significant barriers or issues as necessary

　　Stay up to date with advancements in quality assurance methodologies

　　Provide backup support for support specialists

　　Job Requirements:

　　Proficient in English and French

　　3+ years progressive business experience

　　Experience in quality assurance or an advisory administrative role

　　Understanding of Direct-to-Consumer sales and retention environment

　　Sound knowledge of insurance products

　　Strong organizational skills and attention to detail

　　Effective analytical and problem-solving skills

　　Results oriented and creative skills

　　Proven ability to be flexible and exercise judgment in a changing environment

　　Ability to identify and escalate potential risks

　　Competencies:

　　Ability to work in a multifaceted, high-paced environment independently and as part of a team

　　Good knowledge of Salesforce and Microsoft Office (Word, Excel and PowerPoint)

　　Prefer industry related education

　　Proven ability to multi-task, show initiative and anticipate needs in a proactive manner

　　Ability to handle fluctuating workloads and multiple priorities within set time constraints

　　What can we offer you?

　　A competitive salary and benefits packages

　　A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills

　　A focus on growing your career path with us

　　Flexible work policies and strong work-life balance

　　Professional development and leadership opportunities.

　　About Manulife and John Hancock

　　Manulife Financial Corporation is a leading international financial services group that helps people make their decisions easier and lives better. With our global headquarters in Toronto, Canada, we operate as Manulife across our offices in Asia, Canada, and Europe, and primarily as John Hancock in the United States. We provide financial advice, insurance, and wealth and asset management solutions for individuals, groups and institutions. At the end of 2022, we had more than 40,000 employees, over 116,000 agents, and thousands of distribution partners, serving over 34 million customers. At the end of 2022, we had $1.3 trillion (US$1.0 trillion) in assets under management and administration, including total invested assets of $0.4 trillion (US $0.3 trillion), and segregated funds net assets of $0.3 trillion (US$0.3 trillion). We trade as ‘MFC’ on the Toronto, New York, and the Philippine stock exchanges, and under ‘945’ in Hong Kong.

　　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 .

　　Salary & Benefits

　　The annual base salary for this role is listed below.

　　Primary Location

　　Toronto, Ontario

　　Salary range is expected to be between

　　$52,650.00 CAD - $87,750.00 CAD

　　If you are applying for this role outside of the primary location, please contact for the salary range for your location. The actual salary will vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training. Employees also have the opportunity to participate in incentive programs and earn incentive compensation tied to business and individual performance.

　　Manulife offers eligible employees a wide array of customizable benefits, including health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage, adoption/surrogacy and wellness benefits, and employee/family assistance plans. We also offer eligible employees various retirement savings plans (including pension and a global share ownership plan with employer matching contributions) and financial education and counseling resources. Our generous paid time off program in Canada includes holidays, vacation, personal, and sick days, and we offer the full range of statutory leaves of absence. If you are applying for this role in the U.S., please contact for more information about U.S.-specific paid time off provisions.