Quality Assurer MMH261030-15

Momentum; Centurion; On-site; ZAR 360,000 - 480,000; Full time

Job summary

Momentum is seeking a Quality Assurer (QA) to meticulously oversee data quality on business systems within our Momentum Collective Investments Service Centre. You will review, assess, and approve or decline instructions across service channels to uphold QA standards and timelines, enhancing client experience and delivering high-quality work.

Your role involves applying knowledge of investment domain regulations, handling data accuracy, and collaborating with internal teams to implement process

Qualifications

• Minimum of 3–5 years in Investment, Insurance and Financial Services, focusing on administration, client service and support.
• Knowledge of POPIA, TCF, FICAA, KYC, AML, FATCA, CRS, FAIS is advantageous.
• Grade 12 (or equivalent) with Math and/or Accounting.
• BCom in Finance/Investments or related qualifications are favorable.
• Knowledge of Momentum Collective Investments products, processes, procedures, and systems.
• Familiarity with Lighthouse, Talkdesk, and Activity Viewer.
• Proficiency in dual-screen navigation and advanced typing skills.
• Excellent computer skills and ability to learn new systems.
• Intermediate proficiency with MS Office (Excel, Word, Outlook, Teams).
• Deep understanding of the financial services industry.
• Strong grasp of client service policies and procedures.
• Familiarity with regulatory standards and compliance.
• Understanding of calls and service centre operations.
• Relevant product knowledge.
• Knowledge of how complaints are handled and processed.

Responsibilities

• Assess the quality of data captured on business systems against quality standards.
• Identify internal gaps, risks, and training needs; collaborate with stakeholders to create action plans.
• Collect information on quality assurance and adherence to procedures for comprehensive oversight.
• Report opportunities and risks; propose improvements and monitor implementation with the line manager.
• Provide constructive feedback to the team on quality assessments.
• Coach team members to meet quality standards and QA processes.
• Implement QA processes and maintain operational quality; demonstrate leadership and accountability.
• Evaluate emails and calls handled by the service team.

Skills

Investment industry experience

Data quality assurance

Regulatory knowledge

Customer service experience

Education

Grade 12 with Math/Accounting

BCom in Finance/Investments

Tools

Lighthouse

Talkdesk

Activity Viewer

Job description

Role Purpose

As a Quality Assurer (QA) (previously known as Quality Controller (QC)) within our Momentum Collective Investments Service Centre, your primary responsibility is to meticulously oversee data quality on business systems, ensuring compliance with standards while also upholding and monitoring the quality assurance process. Your duties will involve receiving, reviewing, assessing, evaluating, and either approving or declining instructions through different service channels within a dynamic and demanding service environment. Additionally, you'll be accountable for processing instructions accurately, aligning with our quality benchmarks and timelines, all with the aim of consistently elevating the client experience and delivering top-quality work.

Requirements

• Minimum of 3-5 years of practical experience in Investment, Insurance, and Financial Services, with a focus on administration, client service and support, particularly in the international investment sector is a plus.
• Understanding legislation in the insurance and international investment industry, such as, POPIA, TCF, FICAA, KYC, AML, FATCA, CRS, FAIS, is advantageous.
• A minimum of a Grade 12 (or equivalent) with Math and/or Accounting
• Possession of a BCom in Finance/Investments or related tertiary qualifications is favorable.
• Knowledge of Momentum Collective Investments products, processes, procedures, and systems
• Familiarity with Lighthouse, Talkdesk, and Activity Viewer.
• Proficiency in dual-screen navigation and advanced typing skills
• Excellent computer skills, including the ability to quickly learn and understand new systems
• Intermediate proficiency with the Microsoft Office suite (Excel, Word, Outlook, and Teams).
• Deep understanding of the financial services industry
• Strong grasp of client service policies and procedures
• Familiarity with business rules and regulations
• Awareness of relevant regulatory and compliance standards
• Understanding of calls and service centre operations
• Relevant product knowldge
• Knowledge of how compliants are handled and processed

Duties and Responsibilities

Internal

• Ensure operational processes and procedures are effective.
• Assess the quality of data captured on business systems against quality standards to ensure correctness of data.
• Identify, report on and monitor process and system improvements required
• Identify internal gaps, risks, and training needs, and work with stakeholders to create action plans.
• Collect information on quality assurance and adherence to procedures for a comprehensive view of operations.
• Report on areas of opportunity and risk within the team(s), make recommendations to close identified gaps and own the process of incorporating these recommendations.
• In conjunction with the line manager, provide constructive feedback to the team on quality assessments.
• Coach team members to meet quality
• Implement quality assurance processes and standards to maintain operational quality
• Demonstrate leadership and accountability to enhance team collaboration and skills development
• Evaluate/audit emails and calls handled by the service team

Client

• Offer expert advice to internal stakeholders
• Establish and keep relationships with both internal and external stakeholders
• Fulfil service level agreements with key stakeholders to manage expectations
• Suggest improvements for better client experience and fair treatment within your responsibilities.
• Contribute to a culture of valuable relationships, feedback, and unreasonable client service.

People

• Foster productive relationships with peers, clients, and stakeholder
• Actively engage in and promote change initiatives
• Continuously expand your expertise in professional, industry, and legislative knowledge.
• Promote innovation by generating, sharing, and implementing new ideas.
• Take charge of your own career development.
• Efficiently manage your time for optimal productivity.
• Keep technical product and legislative knowledge up to date to offer relevant client solutions and meet governance requirements.
• Display self-confidence, self-motivation, and relentless pursuit of targets and goals

Finance

• Identify solutions to enhance cost effectiveness and increase operational efficiency
• Handle financial and other company resources responsibily.
• Contribute to risk identification and share recommendations where needed.

General

• Provide exceptional, considerate, and timely customer service in all interactions
• Maintain consistent and exceptional client experience in a fast-paced environment.
• Create personalised phone and email responses for diverse client needs
• Safeguard client confidentiality at all times
• Collaborate with and assist the Momentum Wealth team on various tasks be it client instructions, processing, transactional indexing, clean-up projects, etc to enhance excellence
• Follow product, legislative, risk, and compliance procedures consistently
• Uphold client-centered and fair treatment principles.
• Manage reputational and financial risks arising from interactions with all clients.
• Take personal responsibility for meeting daily and monthly targets.
• Contribute daily to achieve team goals and targets.
• Promote a culture of identifying and recommending improvements for better client service, cost- effectiveness, efficiency, and risk reduction.
• Actively improve performance and personal development
• Continuously develop expertise in professional, industry, compliance, and legislative knowledge
• Embrace Momentum Metropolitan values: Accountability, Diversity, Excellence, Integrity, Innovation, and Teamwork.