Apply for this job now

Quality Assurance Associate II - Client Service

Boston, Massachusetts
Job Type
21 Sep 2022

At MFS, you will find a culture that supports you in doing what you do best. Our employees work together to reach better outcomes, favoring the strongest idea over the strongest individual. We put people first and demonstrate care and compassion for our community and each other. Because what we do matters - to us as valued professionals and to the millions of people and institutions who rely on us to help them build more secure and prosperous futures.

What you will be responsible for: The Quality Assurance department is responsible for reviewing work submitted from the Operations, Correspondence, and Communications departments to ensure accurate processing for shareholder and broker requests. The Quality Assurance Department ensures all items are completed in compliance with MFS Service Center (MFSC) policies and procedures. This involves researching and resolving complex items and escalating issues to management when necessary. The Quality Assurance department works to ensure timely and accurate resolution of all transactions, correspondence, and phone calls to provide quality service to our customers in the most efficient and cost effective manner.

Principal Responsibilities

  • Reviews and compares transactions processed to the image and/or other source documents.
  • Reviews and compares correspondence letters processed to the image and/or other source documents.
  • Listens to phone calls to ensure a high level of direct customer service is provided to our clients.
  • Identifies trends and provides input on training needs and problem resolution.
  • Completes work according to established deadlines.
  • Escalates issues to management as needed.
  • Trains peers as directed by management.
  • Acts as liaison to all departments within MFSC.
  • Utilizes available resources to answer and independently resolve problems.
  • Process work independently with limited supervision.
  • Performs additional duties as required.


  • Associates or bachelor's degree preferred.
  • 2+ years of mutual fund experience processing routine shareholder transactions. MFS or DST experience preferred.
  • Good organizational and communication skills.
  • Good analytical skills and attention to detail.

What we offer:

  • Generous time-off provided: including "Responsible time off" for many roles, paid company holidays when the US Stock Exchange is closed, plus paid volunteer time
  • Family Focus: Up to 20 weeks of paid leave for new parents, back-up care program, dependent care flexible spending account, adoption assistance, generous caregiver leave
  • Health and Welfare: Competitive medical, vision and dental plans, plus tax-free health savings accounts with company contributions
  • Wellness Programs: Robust wellness webinars, employee assistance program, gym reimbursement through our medical plans, fitness center discounts and more
  • Life & Disability Benefits: Company-paid basic life insurance and short-term disability
  • Financial Benefits: 401(k) savings plan, Defined Contribution plan- 15% of base salary invested into the Plan, competitive total compensation programs

MFS is a hybrid work environment (remote/onsite) unless otherwise stated in the job posting .

This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless MFS approves an exemption as an accommodation due to a medical condition or sincerely held religious belief. Submission of an exemption request does not guarantee that an exemption will be approved or that the request can be accommodated.
If any applicant is unable to complete an application or respond to a job opening because of a disability, please contact MFS at or email for assistance.

MFS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws. Employees and applicants of MFS will not be subject to harassment on the basis of their status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. Please see the EEO is the Law document and Pay Transparency Nondiscrimination Provision , linked for your reference.

Apply for this job now


  • Job Reference: 717273330-2
  • Date Posted: 21 September 2022
  • Recruiter: MFS Investment Management
  • Location: Boston, Massachusetts
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent