Job Information
Manulife Senior Executive, Quality Assurance (Contact Center) in Singapore, Singapore
The Senior Executive, Quality Assurance is responsible for supporting and executing the quality assurance program across our contact centre, including both onshore and offshore teams. This role focuses on conducting quality evaluations, analyzing performance trends, providing actionable feedback, and driving continuous improvement in customer interactions. The Senior Executive will partner closely with team leaders, trainers, and QA management to uphold service excellence and ensure consistent delivery of high‑quality customer experiences.
Position Responsibilities:
Quality Monitoring & Evaluation
Conduct regular quality assessments on customer interactions (calls, emails, chats) to ensure compliance with established quality standards.
Evaluate agent performance using defined QA forms, scoring metrics, and guidelines.
Identify performance gaps and provide clear, constructive, and actionable feedback to agents and supervisors.
Support calibration sessions with QA teams, team leaders, and trainers to ensure alignment and consistency in scoring.
Quality Reporting & Insights
- Analyze QA results and prepare reports on performance trends, areas for improvement, and recurring issues.
Process & Continuous Improvement
Support the development and refinement of QA frameworks, scorecards, and evaluation processes.
Collaborate with contact centre operations and training teams to improve agent performance and enhance the customer journey.
Participate in root cause analysis for quality issues and assist in implementing corrective action plans.
Stay current with industry best practices in quality assurance and customer service excellence.
Cross‑Team Collaboration
Work closely with onshore and offshore teams to ensure consistent application of QA standards across all customer service channels.
Support knowledge sharing and process alignment between internal teams and BPO/outsourced partners.
Act as a point of contact for quality‑related matters, helping to bridge communication across teams.
Highlight process gaps and customer experience pain points, presenting insights to leadership with recommendations.
Track quality KPIs and contribute to regular business reviews and performance discussions.
Required Qualifications:
Minimum of 2–4 years of experience in a contact centre quality assurance role.
Experience supporting or working with offshore/remote teams is an advantage.
Strong understanding of QA methodologies, customer service standards, and evaluation frameworks.
Skilled in conducting QA audits and preparing performance analyses and reports.
Excellent verbal and written communication skills, with the ability to give clear and constructive feedback.
Strong analytical and problem‑solving capabilities, with attention to detail.
Proficiency with QA monitoring tools, CRM systems, and Microsoft Office applications.
Strong organizational and time‑management skills with the ability to manage multiple tasks in a dynamic 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.
Acerca de Manulife y John Hancock
Manulife Financial Corporation es un importante proveedor internacional de servicios financieros que ayuda a las personas a tomar decisiones de una manera más fácil y a vivir mejor. Para obtener más información acerca de nosotros, visite http://www.manulife.com .
Manulife es un empleador que ofrece igualdad de oportunidades
En Manulife/John Hancock, valoramos nuestra diversidad. Nos esforzamos por atraer, formar y retener una fuerza laboral tan diversa como los clientes a los que prestamos servicios, y para fomentar un entorno laboral inclusivo en el que se aprovechen las fortalezas de las culturas y las personas. Estamos comprometidos con la equidad en las contrataciones, la retención de talento, el ascenso y la remuneración, y administramos todas nuestras prácticas y programas sin discriminación por motivos de raza, ascendencia, lugar de origen, color, origen étnico, ciudadanía, religión o creencias religiosas, credo, sexo (incluyendo el embarazo y las afecciones relacionadas con este), orientación sexual, características genéticas, condición de veterano, identidad de género, expresión de género, edad, estado civil, estatus familiar, discapacidad, o cualquier otro aspecto protegido por la ley vigente.
Nuestra prioridad es eliminar las barreras para garantizar la igualdad de acceso al empleo. Un representante de Recursos Humanos trabajará con los solicitantes que requieran una adaptación razonable durante el proceso de solicitud. Toda la información que se haya compartido durante el proceso de solicitud de adaptación se almacenará y utilizará de manera congruente con las leyes y las políticas de Manulife/John Hancock correspondientes. Para solicitar una adaptación razonable en el proceso de solicitud, envíenos un mensaje a hr@manulife.com .
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