Quality Specialist

4 days ago

Pinelands, Northern Territory, Australia Old Mutual Limited Full time $60,000 - $120,000 per year

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

na

As a Quality Specialist, you will :

•Provide a positive service experience by being helpful, sensitive and responsive to customer, adviser and/or Fund needs.

•Manage and respond to escalations and complaints.

•Provide coaching and/or training in adherence to procedural, productivity and quality standards.

•Provides specialist product and service knowledge and support.

Be based in Cape Town.

DESCRIBE THE MAIN ACTIVITIES OF THE JOB (DESCRIPTION)

  • This role functions as a subject matter expert in a specific field of administration, product, process and systems linked to retail retirement funds e.g. Section 37C Death Claims, Superfund and S14 Transfers Retirement, Withdrawals and transfers
  • Provide advanced product/service information and respond to complex questions about the process/requirements.
  • Record and process custom/escalated requests that may require personal oversight and/or additional resources for delivery and coordinate with those teams as required.
  • Act as a point of escalation and respond to more advanced escalations or complaints promptly and appropriately including those from regulatory bodies.
  • Ensure escalations and the recording thereof is in adherence to the OM Complaints Policy.
  • Provide approvals as required and support to management in decision making
  • Develop and maintain procedural documentation e.g. Standard Operating Procedures (SOP's)
  • Assess administration compliance against procedures and standards and provide feedback
  • Will provide expert or technical training and act as a coach for specialist staff
  • Will provide input to team members quality ratings and development plans
  • Identify trends and provide input to process improvements, risks or non-compliances and enhancements
  • May fulfil an SME role for specialist or project deliveries
  • Maintain an understanding of regulations and industry practices through ongoing education and reviewing of regulatory updates.
  • Manage process and/or regulatory change into the team.

MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)

  • Matric or equivalent NQF level 4 qualification
  • A minimum of 5 years working in a retail retirement fund environment
  • Excellent communication (Verbal & Written) skills
  • Proficient use of MS suite of products for analysis, record keeping and report writing.
  • Experience working with Old Mutual workflow and product admin systems.

ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)

  • Specialist knowledge and experience related to Section 14 Transfers In and Out
  • Experience working in a call centre environment
  • Experience coaching and developing others

Skills

Action Planning, Change Management, Data Analysis, Data Compilation, Evaluating Information, Executing Plans, Legal Practices, Policies & Procedures, Presenting Solutions, QA Methodologies, Regulatory Compliance Management, Report Review

Competencies

Communicates EffectivelyCourageDirects WorkEnsures AccountabilityInstills TrustManages ComplexityOptimizes Work ProcessesTech Savvy

Education

NQF Level 4 - Grade 12, School leaving Certificate, National or Occupational Certificate or equivalent

Closing Date

05 November 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story

  • Senior Administration Specialist

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $80,000 - $120,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaThis role uses expert knowledge in the field of retail retirement fund administration – specifically in respect of exit events in terms of the Pension Funds Act (e.g. section 37C death claims, section 14...

  • Senior Administration Specialist

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time 400,000 - 800,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaThis role utilises expert knowledge in the specific fields of administration / product / process to resolve technical and complex problems, usually in support of administrative queries/issues. The incumbent is...

  • Specialist Technical Underwriting QNA

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $80,000 - $150,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionPurpose: Reviews risk submissions from clients, agents, and referrals, and underwrites insurance requests within guidelines of the underwriting manual and authority limits. Applies underwriting and risk-selection...

  • KYC and Administration Specialist

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $70,000 - $120,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaThis role provides immediate response to complex administrative requirements in accordance with SLA parameters, in a processing environment. The incumbent is individually accountable for achieving results through...

  • OMF IT QA Capability Manager

    3 days ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $120,000 - $180,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionResponsible for overseeing the quality engineering strategy across multiple projects of the organisation.ResponsibilitiesQuality Assurance TestingValidate and interpret complex test data to evaluate and recommend...

  • Everlytic & Data Analyst Specialist

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $60,000 - $100,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaThis role combines data management with campaign execution in Everlytic. You will be responsible for extracting, cleaning, and preparing data for communications, as well as supporting the design for mobile and...

  • Consultant Customer Care

    4 days ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $60,000 - $80,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionPurpose: Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to...

  • OMF Direct Sales Call Centre

    2 weeks ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $40,000 - $60,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionProvides specialist knowledge and executes account development strategies and sales business plans in order to achieve small-sized sales targets.ResponsibilitiesCustomer ServiceCarry out standard customer service...

  • OMF Direct Sales Consultant

    2 days ago

    Pinelands, Northern Territory, Australia Old Mutual Limited Full time $40,000 - $80,000 per year

    Let's Write Africa's Story TogetherOld Mutual is a firm believer in the African opportunity and our diverse talent reflects this. Job DescriptionnaProvides specialist knowledge and executes account development strategies and sales business plans in order to achieve small-sized sales targets.ResponsibilitiesCustomer ServiceCarry out standard customer service...

  • Casual Concrete Precast Production Labourers

    16 hours ago

    Pinelands, Northern Territory, Australia Ironbark Aboriginal Corporation Full time $60,000 - $80,000 per year

    Concrete Precast Production LabourersAbout IronbarkIronbark Aboriginal Corporation (Ironbark) is a not-for-profit organisation based in Darwin, Northern Territory. We successfully deliver community, employment, and economic services to urban, regional, and remote communities throughout the Darwin/Daly Region.Our Vision - Changing lives - one story at a...