Quality Assurer

Through our client-facing brands and our other specialist brands, Momentum Group enables business and people from all walks of life to achieve their financial goals and life aspirations.

We help people grow their savings, protect what matters to them and invest for the future. We help companies and organisations care for and reward their employees and members. Through our own network of advisers or via independent brokers and utilising new platforms Momentum Group provides practical financial solutions for people, communities and businesses.

Disclaimer As an applicant, please verify the legitimacy of this job advert on our company career page.

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 & 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.

Competencies

• Passionate about service excellence, with a "can-do" attitude that inspires determination and excellence in every task and interaction.
• Skilled at working with and serving people, demonstrating teamwork, care, and consideration.
• Works effectively both independently and as part of a team.
• Skilled in building effective relationships with clients and colleagues, networking within and outside the organization.
• Highly organized, professional, efficient, and time conscious
• Exceptional attention to detail and quality output.
• Values honesty, integrity, and client confidentiality
• Resilient and adaptable, able to overcome obstacles and deliver results in a stressful environment
• Upholds principles, ethics, and values while embracing diversity
• Communicates information clearly and confidently, both in speech and in writing
• Analyses verbal, numerical, and other data, breaks it down into components, seeks additional information, and generates practical solutions to problems.

Enquiries [email protected]