Overview
Working as a member of the MUFG Pension Administration team, the role will support, assist, and coach team members and colleagues in implementing the Quality Assurance Framework within the Pension Administration team. The role holder should be familiar with pension administration procedures, member needs, and the pensions regulatory environment. The QA Tester (QAT) will have experience in checking and reviewing others' work and providing feedback effectively, both written and verbal, while collaborating with the wider Pension Administration team.
Key Accountabilities and Main Responsibilities
1. Undertake monthly quality assessments and sampling for administration functions, including front-line calls and back-office processing.
2. Identify areas for improvement and implement training and coaching to enhance service delivery and performance.
3. Escalate potential issues to ensure adherence to policies and high operational standards.
4. Implement quality assurance standards and procedures.
5. Conduct side-by-side or remote coaching and provide feedback.
6. Document quality audits and QA activities.
7. Contribute to calibration processes and prepare performance reports.
8. Recommend and monitor corrective actions, and document action plans.
9. Suggest procedural improvements to enhance customer experience and prevent errors.
10. Train and support less experienced QA team members on procedures and documentation.
11. Provide verbal and written feedback through reports and ad hoc requests.
12. Maintain QA documentation and SOPs for MUFG Pension Administration processes.
13. Participate actively in team efforts to meet overall objectives.
14. Engage in training on company products, systems, and processes.
15. Perform other duties as required by management.
16. Prepare detailed monthly reports on quality results.
The above list is not exhaustive and may change based on business needs.
Experience & Personal Attributes
1. Experience in Pension Administration.
2. Proficiency in Microsoft Office (Outlook, Excel, Word, Visio).
3. Experience in customer service/contact centre in a QA role.
4. Strong analytical skills to interpret data and identify trends.
5. Ability to work under pressure in a fast-paced, target-driven environment.
6. Passion for delivering high-quality customer service.
7. Team-oriented and collaborative mindset.
8. Driven to succeed and committed to continuous improvement.
MUFG Pension & Market Services is a global, digitally enabled business committed to connecting individuals with their assets securely and responsibly. We partner with diverse clients worldwide, providing scalable services, innovative solutions, and modern technology platforms to deliver excellent outcomes and experiences.
As part of MUFG, a global financial group, we help manage regulatory complexities, improve data management, and enhance user experiences through expertise, scalable technology, digital connectivity, and data insights.
Our MUFG Retirement Solutions division leverages proprietary technology, processes, and people to deliver comprehensive financial data solutions across all superannuation sectors, supporting clients with full-service administration and value-added services. Our systems' scale, flexibility, and ease of use enable us to innovate and meet evolving client needs.
MUFG Pension & Market Services fosters a dynamic, inclusive, and client-focused culture rooted in entrepreneurial spirit, risk management, empathy, and trust. We promote diversity, support flexible working environments, and are committed to fairness and equity, valuing the talents and perspectives of all employees.
Applicants must have the relevant work rights, and successful candidates will undergo background screening prior to employment.
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