Sr. Manager, Quality Assurance
About The Position
The Quality Assurance (QA) team is responsible for evaluating accuracy, adherence to business processes and controls, risk management, and Client impact. As the Senior Manager of QA, you will lead a team of Quality Consultants supporting operational teams within Client Services, while evolving the QA function into a data-driven, automation-enabled capability, with the Quality Consultant at the center. This role blends people leadership, analytics, and digital transformation to improve quality outcomes, client experience, reduce risk, and enhance operational efficiency. Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.
Requirements
- Proven experience leading QA, Claims, or operational teams
- Strong analytical and data interpretation skills with ability to translate insights into action
- Experience or demonstrated interest in automation, AI, or digital transformation initiatives
- Ability to lead organizational change and drive adoption of new technologies
- Strong collaboration and influencing skills across business and technical teams
- Excellent communication and storytelling with data
- Continuous improvement mindset with focus on innovation and efficiency
Responsibilities
- Lead, coach, and develop a team of Quality Consultants, fostering a high-performance, consultative and innovation-focused culture
- Provide ongoing feedback, career growth opportunities, and clear performance expectations
- Build capabilities in data literacy, automation, and AI adoption across the team
- Lead the evolution of QA from traditional audit/review to a proactive, insight-driven function, enabling process optimization and an error free experience for our clients.
- Identifies and supports implementation of opportunities to automate and integrate AI into mundane and administrative elements of the quality review process, allowing our talented Quality Consultants to focus on more complex and highest value work
- Deliver and enhance reporting to leadership, identifying actionable trends and insights across QA data
- Translate QA findings into clear, data-driven recommendations that improve business performance and client experience
- Collaborate with Business Partners, Training, Risk, Audit, and Technology partners to address quality themes and systemic issues
- Partner with Digital/IT teams to design and deploy automation and AI solutions
- Use input from business partners and data to navigate competing priorities across teams
- Maintain strong oversight of QA processes, controls, and governance
- Use automation and AI to strengthen risk detection and early issue identification
- Support internal audits and escalations while ensuring integrity of the QA program
- Champion a continuous improvement mindset, using data and technology to drive efficiency
- Identify opportunities to streamline workflows and eliminate low-value manual tasks
- Lead change management efforts to embed new tools, processes, and ways of working
Benefits
- generous vacation and sick time
- market-leading paid family, parental and adoption leave
- medical coverage
- company paid life and AD&D insurance
- disability programs
- partially paid sabbatical program
- 401(k) employer match
- stock purchase options
- employer-funded retirement account
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
