Quality Assurer

4 weeks ago

Centurion, South Africa Momentum Investments Full time

**Introduction**Role Purpose**
- As a Quality Assurer (QA) (previously known as Quality Controller (QC)) within our Momentum Wealth Service Centre, your primary responsibility is to meticulously oversee data quality on business systems, ensuring compliance with standards while also upholding and monitoring the quality assurance process.Your duties will involve receiving, reviewing, assessing, evaluating, and either approving or declining instructions through different service channels within a dynamic and demanding service environment. Additionally, you'll be accountable for processing instructions accurately, aligning with our quality benchmarks and timelines, all with the aim of consistently elevating the client experience and delivering top-quality work.

**Requirements**:
**Experience and Qualifications**
- Minimum of 3-5 years of practical experience in Investment, Insurance, and Financial Services, with a focus on administration, client service and support, particularly in the international investment sector is a plus.
- Understanding legislation in the insurance and international investment industry, such as GDPR, POPIA, TCF, FICAA, KYC, AML, FATCA, CRS, GTR, FAIS, and LTA is advantageous.
- A minimum of a Grade 12 (or equivalent) with Math and/or Accounting.
- Possession of a B.Com in Finance/Investments or related tertiary qualifications is favourable.
- Knowledge of Momentum Wealth products, processes, procedures, and systems.
- Familiarity with Gemstone, BPM, and Activity Viewer.
- Proficiency in dual-screen navigation and advanced typing skills.
- Excellent computer skills, including the ability to quickly learn and understand new systems.
- Intermediate proficiency with the Microsoft Office suite (Excel, Word, Outlook, and Teams).

**Knowledge**
- Deep understanding of the financial services industry.
- Strong grasp of client service policies and procedures.
- Familiarity with business rules and regulations.
- Awareness of relevant regulatory and compliance standards.
- Understanding of call and service centre operations.
- Relevant product knowledge.
- Knowledge of how complaints are handled and processed.

**Duties & Responsibilities**

**Internal**
- Ensure operational processes and procedures are effective.
- Assess the quality of data captured on business systems against quality standards to ensure correctness of data.
- Identify, report on and monitor process and system improvements required.
- Identify internal gaps, risks, and training needs, and work with stakeholders to create action plans.
- Collect information on quality assurance and adherence to procedures for a comprehensive view of operations.
- Report on areas of opportunity and risk within the team(s), make recommendations to close identified gaps and own the process of incorporating these recommendations.
- In conjunction with the line manager, provide constructive feedback to the team on quality assessments.
- Coach team members to meet quality standards.
- Implement quality assurance processes and standards to maintain operational quality.
- Demonstrate leadership and accountability to enhance team collaboration and skills development.

**Client
- Offer expert advice to internal stakeholders.
- Establish and keep relationships with both internal and external stakeholders.
- Fulfil service level agreements with key stakeholders to manage expectations.
- Suggest improvements for better client experiences and fair treatment within your responsibilities.
- Contribute to a culture of valuable relationships, feedback, and exceptional client service.

**People
- Foster productive relationships with peers, clients, and stakeholders.
- Actively engage in and promote change initiatives.
- Continuously expand your expertise in professional, industry, and legislative knowledge.
- Promote innovation by generating, sharing, and implementing new ideas.
- Take charge of your own career development.
- Efficiently manage your time for optimal productivity.
- Keep technical product and legislative knowledge up to date to offer relevant client solutions and meet governance requirements.
- Display self-confidence, self-motivation, and relentless pursuit of targets and goals.

**Finance
- Identify solutions to enhance cost effectiveness and increase operational efficiency.
- Handle financial and other company resources responsibly.
- Contribute to risk identification and share recommendations where needed.

**General**
- Provide exceptional, considerate, and timely customer service in all interactions.
- Maintain a consistent and exceptional client experience in a fast-paced environment.
- Safeguard client confidentiality at all times.
- Collaborate with and assist the Momentum Wealth team on various tasks be it client instructions, processing, transactional indexing, clean-up projects, etc to enhance excellence.
- Follow product, legislative, risk, and compliance procedures consistently.
- Uphold client-centered and fair treatment principles.
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