Quality Assurer

Introduction

Through our client-facing brands Metropolitan and Momentum, with Momentum Multiply (our wellness and lifestyle rewards programme), and our other specialist brands, including Guardrisk and Eris Property Group, the group enables business and people from all walks of life to achieve their financial goals and life aspirations. We help people grow their savings, protect what matters to them and invest for the future. We help companies and organizations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilizing new platforms Momentum Metropolitan provides practical financial solutions for people, communities, and businesses.

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Disclaimer

As an applicant, please verify the legitimacy of this job advert on our company career page.

Role Purpose

Perform quality control and assurance of data on business systems, to ensure standards are met and to provide insight relating to the client's experience whilst interacting with Momentum to empower the service and operational teams.

Requirements

• Grade 12 or equivalent qualification.

• Relevant Degree or tertiary qualification.

• Relevant product, process, system and legislation knowledge for Traditional (Momentum PDS) Quality Assurance.

• Minimum 5 years' relevant experience (essential).

• Insurance industry experience (desirable).

• Experience in client services or quality assurance (essential).

• Business knowledge.

• Knowledge of Momentum PDS (traditional) products, processes, systems.

• Knowledge of relevant legislation that is applicable to the business area.

Duties & Responsibilities

INTERNAL PROCESS

• Provide objective assurance on the adequacy and effectiveness of the control environment for operational processes and procedures.

• Assess the quality of data captured on business systems against quality standards to ensure accuracy.

• Identify, report on and monitor process and system improvements required relating to gaps in client experience.

• Identify any possible gaps, risks or training requirements for internal processes and procedures and engage with the relevant stakeholders to compile action plans.

• Collate information regarding quality assurance and adherence to standard operating procedures to obtain a holistic view of the service and operational environments.

• Report on areas of opportunity and risk within the team(s) and make recommendations to close identified gaps.

• In conjunction with the line manager provide the team with constructive feedback with regards to quality assurance assessments.

• Provide feedback and coaching to team members to achieve desired quality levels.

• Provide input into quality assurance processes, standards and requirements to ensure quality of the service and operational environment is monitored and maintained.

CLIENT

• Provide authoritative, expertise and advice to internal stakeholders.

• Build and maintain relationships with internal stakeholders.

• Deliver on service level agreements made with internal stakeholders in order to ensure that 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.

PEOPLE

• Develop and maintain productive and collaborative working relationships with peers, and internal stakeholders.Positively influence and participate in change initiatives.

• Continuously develop own expertise in terms of professional, industry and legislation knowledge.

• Contribute to continuous innovation through the development, sharing and implementation of new ideas that will bring efficiency in the current way of work

• Take ownership for driving career development.

• Effectively manage time and ensure optimal productivity.

• Ensure technical product and legislative knowledge is always current in order to propose the most relevant and innovative client solutions and comply with governance requirements.

• Be self-confident, self-motivated and relentlessly pursue targets and goals.

Competencies

Competencies

• Attention to detail

• Planning and organising skills

• Assertiveness

• Reporting skills

• Excel skills

• Presentation skills

• Business acumen

• Relentless pursuit of excellence

• Understanding of clients and the effect of this role on client experience

• Spot opportunities for efficiency and optimisation in how quality assurance is and can be performed