BASIC JOB DESCRIPTIONProvide 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 centricParticipate in the companys projects, contributing knowledge of data maintenance policy and procedures.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.Participate in the companys overall projects.Contribute to monthly/weekly quality reporting with regards to the findings to managementReview and update SOPs where necessaryEnsure 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 departmentPerform 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.Perform quality assurance on Contact Centre Agent calls and act as feedback channel on identified quality issues.Provide trend data to Contact Centre ManagersEnsure 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 WORK EXPERIENCE AND QUALIFICATIONS Relevant Degree/ Diploma3 to 5 years Quality Assurance experienceWorking 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, Childcare Act, Marriage ActWorking knowledge of Benefit administrationKnowledge of Law - Section 37 (C) allocation of death benefit lump sumsBasic knowledge of tax legislation applicable to pension payoutKnowledge of Benefits Formulae8 years job-related experienceRetirement Fund industry knowledge is advantageous