Quality Assurance Specialist

oldmutual; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Old Mutual is seeking a Quality Assurance Specialist to champion the Section 37C death claim processes within Retail Retirement Fund Administration. You will conduct independent QA assessments, identify trends and risks, and provide coaching to enhance technical competence while ensuring regulatory compliance across investigations, payments, and related activities.

The role requires strong analytical skills, high-quality standards, and the ability to communicate findings clearly to leaders and

Qualifications

• Matric or equivalent NQF Level 4 qualification.
• Minimum 3 years' in-depth experience within a Retail Retirement Fund Administration environment, with demonstrated expertise in Section 37C death claim investigations, administration processes, and applicable legislative requirements.
• Demonstrated experience operating across a broad Section 37C mandate.
• Proven track record of maintaining high-quality standards and low error rates.
• Demonstrated ability to interpret and apply legislation, procedural requirements, and business rules consistently and accurately.
• Experience conducting quality reviews, ratifications, mandate assessments, or similar assurance activities.
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and improvement opportunities.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and reporting tools.
• Practical experience using Old Mutual workflow, administration, and operational systems (including Chorus, EMS, Bizagi, or equivalent systems).

Responsibilities

• Serve as SME on Section 37C death claim processes, administration standards, regulatory requirements, systems, and procedures.
• Conduct regular quality assurance assessments across investigations, ratifications, payments, and other activities for adherence to standards.
• Evaluate work against SOPs, quality standards, business rules, SLAs, and regulatory requirements.
• Provide objective, evidence-based feedback to employees and leaders on findings and improvement opportunities.
• Deliver coaching and knowledge transfer to enhance technical competence and quality performance.
• Identify, monitor, analyse, and report quality trends, root causes, and recurring errors and risks.
• Partner with Journey Leads and Knowledge Manager to implement corrective actions to improve quality.
• Compile and communicate quality findings and reports to stakeholders.
• Escalate complex operational queries and ensure timely resolution per governance standards.
• Ensure complaints are managed per Complaints Policy and governance standards.
• Provide guidance to management for decision-making and risk mitigation.
• Support mandate governance with objective quality data for Investigator and Ratifier reviews.
• Assist in developing, reviewing, and implementing SOPs and quality frameworks.
• Identify process improvements to enhance efficiency and customer outcomes.
• Identify regulatory and compliance risks and elevate concerns appropriately.
• Support audits, governance activities, and regulatory change initiatives.
• Maintain knowledge of legislation and regulatory updates relevant to Section 37C.
• Support embedding of regulatory changes within the team.
• May fulfil SME role in projects, business improvements, testing, or specialist workstreams.

Education

Matric or equivalent NQF Level 4 qualification

Retirement fund/financial services qualification (preferred)

Tools

Chorus

EMS

Bizagi

Job description

Let’s Write Africa’s Story Together! Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

As a Quality Assurance Specialist, you will play a critical role in ensuring the consistent application of:

• Section 37C legislation
• Operational procedures
• Quality standards
• Governance requirements across the Retail Retirement Fund Administration environment.

The role is responsible for:

• Conducting independent quality assessments
• Identifying trends and risks
• Providing coaching and developmental feedback
• Supporting continuous improvement initiatives.

The successful candidate will act as a subject matter expert, partnering with leaders and operational teams to improve quality outcomes, enhance employee capability, and maintain compliance with business and regulatory requirements.

DESCRIBE THE MAIN ACTIVITIES OF THE JOB ( DESCRIPTION )

Serve as the subject matter expert (SME) on Section 37C death claim processes, administration standards, regulatory requirements, systems, and operational procedures.

Conduct regular and independent quality assurance assessments across investigations, ratifications, payments, and other applicable activities to ensure adherence to legislative, procedural, and operational standards.

Evaluate work against approved SOPs, quality standards, business rules, service level commitments, and regulatory requirements.

Provide objective, evidence-based feedback to employees and leaders on quality findings and opportunities for improvement.

Deliver coaching, guidance, knowledge transfer, and developmental support to enhance technical competence and quality performance across the team.

Identify, monitor, analyse, and report on quality trends, root causes, recurring errors, risks, and process breakdowns.

Partner with Journey Leads, and the Knowledge Manager to develop and implement corrective actions aimed at improving quality outcomes and reducing risk.

Compile and communicate quality findings, trend analyses, recommendations, and quality reports to relevant stakeholders.

Act as an escalation point for complex operational queries, complaints, and quality-related matters, ensuring timely and appropriate resolution.

Ensure all complaints and escalations are managed and recorded in accordance with the latest Complaints Policy and applicable governance standards.

Provide technical guidance and recommendations to management to support decision-making and risk mitigation.

Support mandate governance by providing objective quality data and recommendations relating to Investigator and Ratifier mandate reviews.

Assist in the development, review, maintenance, and implementation of Standard Operating Procedures (SOPs), work instructions, and quality frameworks.

Identify process improvement opportunities and recommend enhancements that improve efficiency, customer outcomes, quality, and compliance.

Identify potential operational, regulatory, and compliance risks and elevate concerns where appropriate.

Support audits, compliance reviews, governance activities, and regulatory change initiatives where required.

Maintain a thorough understanding of legislation, industry developments, regulatory updates, and business processes relevant to the Section 37C environment.

Support the successful implementation and embedding of regulatory, procedural, and operational changes within the team.

May fulfil an SME role in projects, business improvement initiatives, testing activities, or specialist workstreams.

MINIMUM QUALIFICATIONS/EXPERIENCE ( REQUIRED FOR THE JOB )

• Matric or equivalent NQF Level 4 qualification.
• Minimum 3 years' in-depth experience within a Retail Retirement Fund Administration environment, with demonstrated expertise in Section 37C death claim investigations, administration processes, and applicable legislative requirements.
• Demonstrated experience operating across a broad Section 37C mandate.
• Proven track record of maintaining high-quality standards and low error rates.
• Demonstrated ability to interpret and apply legislation, procedural requirements, and business rules consistently and accurately.
• Experience conducting quality reviews, ratifications, mandate assessments, or similar assurance activities.
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and improvement opportunities.
• Excellent verbal and written communication skills.
• Proven ability to provide constructive feedback, coaching, and knowledge transfer to colleagues.
• Proficient in Microsoft Office applications, including Excel, Word, PowerPoint, and reporting tools.
• Practical experience using Old Mutual workflow, administration, and operational systems (including Chorus, EMS, Bizagi, or equivalent systems).

ADDITIONAL QUALIFICATIONS/EXPERIENCE ( PREFERRED, NOT A REQUIREMENT )

• Relevant business, retirement fund, financial services, risk, compliance or quality assurance qualification.
• Experience in a