Administrator: Quality Control

2 weeks ago

Cape Town, Western Cape, South Africa Momentum Corporate Full time

Introduction

Role Purpose


The purpose of the role is to bringabout high quality service byoverseeing the quality ofoperational team's output andclient interactions within an agreedSLA and to ensure exceptionalservice processing and effectiveexecution of operational functions.


Requirements:

  • Grade 12 or Equivalent
  • Minimum of 2 years of experience in employee benefits
  • Quality Checking experience will be advantageous

Duties & Responsibilities

  • Check and verify all financial andnonfinancial operational transactions including client interactions accurately and within the agreed turnaround times and service level agreements ensuring no daily backlog in quality queues.
  • Identify and clearly note gaps in transactional processing performance or service delivery and give concise recommendation/feedback for corrections and improvements in service delivery on relevant platforms for immediate action by operations service consultants and to allow accurate reporting on upskilling and development to the operational management team.
  • Contribute to the identification of business services process issues and development of solutions, escalating to the Quality Control Manager to determine the best operational course of action.
  • In collaboration with the Manager implement and take joint accountability for the service response to the Momentum CorporatE Operational business strategy.
  • Contribute and ensure compliance to relevant legislation and risk mitigation strategies.
  • Deliver on service level agreements to ensure that the overall client expectations are managed.
  • Make recommendations to improve client service and fair treatment of clients within area of responsibility.\
  • Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
  • Adopt a performance culture that exceeds service delivery expectations maintaining high quality output within service level agreement.
  • Adopt a culture of accountability for personal, regional and cross regional queue management to ensure full turnaround time of quality control items is maintained.
  • Understand impact of quality effort to overall client experience.
  • Take full accountability for personal management of own service standard delivery.
  • Build strong relationships through providing consistent and accurate concise recommendation/feedback, expressing positive expectations to improve overall high quality client service experience.
  • Exceed client expectation by adopting a cross regional team culture.
  • Positively influence and participate in change initiatives.
  • Continuously develop own expertise in terms of operational process changes, industry and legislation knowledge.
  • Contribute to continuous innovation through the development, sharing and implementation of new ideas.
  • Take ownership for driving career development.
  • Manage financial and other company resources under your control with due respect.
  • Provide input into the risk identification processes and communicate recommendations in the appropriate forum.
  • Check and verify all operational processes and client interactions timeously and accurately to avoid reworks and late processing penalties.
  • Adopt a culture of excellence ensuring zero defects / errors in overall client experience from Momentum Corporate operational teams.

Competencies

  • Collaboration
  • Customer orientation
  • Impact and influence
  • Accountability
  • Adaptability
  • Attention to detail
  • Communication skills

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