Quality Assurance Officer

SUMMARY:
We are looking for a Quality Assurance Officer whose role is to Perform quality assurance on pension administration departmental activities and to ensure that the department performs it’s activities accurately, efficiently, and in accordance with the Pension Fund Rules.

POSITION INFO:
Contribute to the team
- Provide assistance to internal and external auditors with annual audit.
- Assist with follow up audit recommendations.
- Adhere to quality performance standards.
- Ensure all engagements are member centric
- Participate in projects, contributing knowledge of data maintenance policy and procedures.

Provide support to Pension Administration Managers
- Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended.
- Recommend processes and procedures that are relevant to the section and enhance service delivery.

Reporting and Audit Management support
- Participate in the Fund’s overall projects.
- Contribute to monthly/weekly quality reporting with regards to the findings to management
- Review and update SOPs where necessary
- Ensure that audit controls are in place and audit requests are closed timeously.
- Oversee the planning and execution of the Audit and Assurance strategy within the Pension Administration department.

Claim Processing Quality Assurance
- Perform quality assurance on all compliance documents, applications and supporting documents for any discrepancies, omissions, errors, or non-compliance to Fund rules and legislations.
- Verify applicability of member options to Fund Rule and Legislative requirements.
- Check the manual calculated Final Average Emoluments are verified to those applied in the exit calculation in all areas.
- Check all member data and values are correctly updated in the member workflow and are calculated according to member choice.
- Ensure all notes and emails received are recorded against members records on the claim
- Ensure all workflow processes are accurate and correct

Contact Centre Quality Assurance
- Perform quality assurance on Contact Centre Agent calls and act as feedback channel on identified quality issues.
- Provide trend data to Contact Centre Managers
- Ensure implementation of identified quality methodologies and improvement initiatives.
- Monitor all calls and email responses to assess Agents’ demeanour, technical accuracy, customer service performance, and conformity to Fund policies and procedures.
- Assist in developing, creating and implementing Contact Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Member experience.

Required Minimum Education/Training
- Relevant Degree/ Diploma

Required Minimum Work Experience
- 8 years job-related experience
- Retirement Fund industry knowledge is advantageous
· 3 to 5 years Quality Assurance experience
· Risk Awareness
· Quality control
· Reporting and Interpretation


Technical Competency Requirements
- Working knowledge of Pension Fund Rules in terms of processes, products and services and policy procedures.
- Basic knowledge of Income Tax Act, Divorce Act, Pension Funds Act, Child Care Act, Marriage Act
- Working knowledge of Benefit administration
- Knowledge of Law - Section 37 (C) allocation of death benefit lump sums
- Basic knowledge of tax legislation applicable to pension payout
- Knowledge of Benefits Formulae

Please call us on for more information.

NB: Should you not hear from us in 6weeks please consider your application unsuccessful.