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Johannesburg: Quality Assurance Officer

Quality Assurance Officer

Posted on 2025-03-11

Category Accounting Finance
Location Gauteng  /  Johannesburg

Job Summary

Contribute to the team – Provide assistance to internal and external auditors with annual audit. – Assist with follow up audit recommendations. – Adhere to quality performance standards. – Ensure all engagements are member centric – Participate in projects, contributing knowledge of data maintenance policy and procedures. Provide support to Pension Administration Managers – Keep abreast with changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended. – Recommend processes and procedures that are relevant to the section and enhance service delivery. Reporting and Audit Management support – Participate in the Funds overall projects. – Contribute to monthly/weekly quality reporting with regards to the findings to management – Review and update SOPs where necessary – Ensure that audit controls are in place and audit requests are closed timeously. – Oversee the planning and execution of the Audit and Assurance strategy within the Pension Administration department. Claim Processing Quality Assurance – Perform quality assurance on all compliance documents, applications and supporting documents for any discrepancies, omissions, errors, or non-compliance to Fund rules and legislations. – Verify applicability of member options to Fund Rule and Legislative requirements. – Check the manual calculated Final Average Emoluments are verified to those applied in the exit calculation in all areas. – Check all member data and values are correctly updated in the member workflow and are calculated according to member choice. – Ensure all notes and emails received are recorded against members records on the claim – Ensure all workflow processes are accurate and correct Contact Centre Quality Assurance – Perform quality assurance on Contact Centre Agent calls and act as feedback channel on identified quality issues. – Provide trend data to Contact Centre Managers – Ensure implementation of identified quality methodologies and improvement initiatives. – Monitor all calls and email responses to assess Agents demeanour, technical accuracy, customer service performance, and conformity to Fund policies and procedures. – Assist in developing, creating and implementing Contact Centre quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Member experience. Required Minimum Education/Training – Relevant Degree/ Diploma Required Minimum Work Experience – 8 years job-related experience – Retirement Fund industry knowledge is advantageous · 3 to 5 years Quality Assurance experience · Risk Awareness · Quality control · Reporting and Interpretation Technical Competency Requirements – Working knowledge of Pension Fund Rules in terms of processes, products and services and policy procedures. – Basic knowledge of Income Tax Act, Divorce Act, Pension Funds Act, Child Care Act, Marriage Act – Working knowledge of Benefit administration – Knowledge of Law – Section 37 (C) allocation of death benefit lump sums – Basic knowledge of tax legislation applicable to pension payout – Knowledge of Benefits Formulae

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Quality Assurance Officer position available in Gauteng, Johannesburg. This job position was posted by . The job has been posted on 2025-03-11 in the Accounting Finance category

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