Sr. Manager, Quality Assurance
Job Description
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.
The Opportunity
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.
How You Will Contribute
Leadership & Talent Development: 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.
QA Strategy & Transformation: 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. Identify and support 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.
Data, Analytics & Insights: 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.
Cross-Functional Partnership: 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.
Risk Management & Controls: 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.
Continuous Improvement & Innovation: 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.
What You Will Bring With You
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
Pay Range
$72,500 - $108,800
Qualifications
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
Benefits
We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive. We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate. We encourage applications from qualified individuals from all backgrounds.
Life is brighter when you work at Sun Life. At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program. Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account. Enjoy a flexible, inclusive and collaborative work environment that supports career growth. We’re proud to be recognized in our communities as a top employer. Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.
We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.
For applicants residing in California, please read our employee California Privacy Policy and Notice. We do not require or administer lie detector tests as a condition of employment or continued employment.