Job Description

The Quality Assurance Specialist for UCM Outbound is a key contributor to maintaining service excellence in proactive customer engagement. This role ensures that every outbound interaction reflects the organization’s commitment to empathy, accuracy, and compliance. The Specialist focuses on hands‑on quality monitoring, structured feedback, and operational support, enabling frontline teams to deliver consistent and customer‑centric experiences.

Position Responsibilities

  • PRINCIPAL ACCOUNTABILITY 1: QUALITY MONITORING & CONTROL
    • Call Monitoring & Evaluation. Conduct systematic reviews of outbound calls to assess empathy, ownership, communication clarity, and compliance.
    • Calibration & Participation. Join calibration sessions with QA peers and team leaders to maintain scoring consistency and shared accountability.
    • Scorecard Management. Use and update QA scorecards tailored to outbound campaigns, ensuring alignment with service guidel...

Apply for this Position

Ready to join Manulife? Click the button below to submit your application.

Submit Application