Quality Assurer MMH251027-1

Momentum; Centurion; On-site; ZAR 400 000 - 500 000; Full time

Job summary

A leading financial services provider seeks a Quality Assurance Specialist to ensure data accuracy and improve client services. This role requires a Grade 12 qualification, relevant degree, and at least 5 years of experience in quality assurance or client services. Ideal candidates will have strong relationships skills and knowledge of insurance products and legislation. The role is based in Centurion, Gauteng.

Qualifications

• Minimum 5 years’ relevant experience in quality assurance or client services.
• Knowledge of legislation applicable to the insurance industry.
• Experience with Traditional (Momentum PDS) processes and products.

Responsibilities

• Perform quality control and assurance of data on business systems.
• Assess the quality of data captured against standards.
• Identify process and system improvements required.
• Build and maintain relationships with internal stakeholders.

Skills

Attention to detail

Client service skills

Insurance product knowledge

Quality assurance expertise

Education

Grade 12 or equivalent qualification

Relevant Degree or tertiary qualification

Job description

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 and 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.