Quality Assurance Officer 12 month contract

SUMMARY:
You will be responsible for the 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:
BASIC JOB DESCRIPTION

• 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 the company’s projects, contributing knowledge of data maintenance policy and procedures.
• 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.
• Participate in the company’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
• 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.
• 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.

• Relevant Degree/ Diploma
• 3 to 5 years Quality Assurance experience
• 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, Childcare 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
• 8 years job-related experience
• Retirement Fund industry knowledge is advantageous