Complaints & QA Specialist: Elevate Customer Experience

PSG Konsult Ltd.; Johannesburg; On-site; ZAR 350,000 - 600,000; Full time

Job summary

PSG Konsult Ltd. is seeking a Complaints and QA Specialist at Waterfall, Johannesburg, on a permanent basis. The role focuses on efficient management and resolution of client and adviser complaints, ensuring alignment with service levels and regulatory requirements.

The ideal candidate will investigate complaints, identify root causes, support risk mitigation and process improvements, and contribute to regulatory responses while maintaining compliant handling practices across the business.

Qualifications

• NQF Level 7 in Finance, Law or Risk Management.
• Minimum 3 years' experience in Financial Services (Investments/Wealth).
• Solid product knowledge in the LISP environment; understanding of unit trusts and securities.
• Excellent written and verbal communication skills.

Responsibilities

• Resolve client and adviser queries and complaints within service levels.
• Support risk governance by logging incidents, resolving and identifying root causes.
• Provide input to improve processes and controls within CS through training.
• Produce complaint-related reports for internal and external reporting requirements.

Skills

Complaint resolution

Communication skills

Problem solving

Under pressure

Education

NQF level 7 in Finance/Law/Risk

Job description

PSG Konsult Ltd. is seeking a Complaints and QA Specialist at Waterfall, Johannesburg, on a permanent basis. The role focuses on efficient management and resolution of client and adviser complaints, ensuring alignment with service levels and regulatory requirements.

The ideal candidate will investigate complaints, identify root causes, support risk mitigation and process improvements, and contribute to regulatory responses while maintaining compliant handling practices across the business.