Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionWe’re looking for a Customer Support Quality Specialist to join our growing team.
Purpose of the role
The main purpose of the Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. This involves maintaining high and consistent quality among agents, vendors, and products, as well as identifying improvement opportunities related to customer, business, and compliance critical quality parameters. The role promotes a quality culture, setting standards, and providing feedback on what great servicing looks like. Your mission is to help implement and enforce our quality management strategy and framework. As a Quality Specialist, you’ll report directly to the Quality Team Lead and promote quality culture in your region, while cooperating with our operational teams, as well as the various support functions like Training, Knowledge Management (KM), Continuous Improvement (CI) and more.
Activities performed on the job
Conduct holistic, risk-based reviews using test scripts and scorecards to assess risk outcomes, compliance with global and regional policies, relevant guidance and risk appetite.
Assess risk, materiality and root causes for each finding, providing clear and robust reasons aligned to policy compliance and/or risk mitigation.
Participate in calibration exercises to share findings, best practice and ensure consistent, correct decisions are made across the team.
Clearly communicate outcomes to stakeholders covering key risks, issues, root causes, and recommendations, maintaining robust records and audit trails.
Analyse, assess and communicate emerging themes and trends, recommending opportunities for continuous improvement.
When assigned, scope, plan, and execute root cause analysis or targeted investigations.
Contributes to team collaboration and knowledge sharing to enhance team capabilities.
Take a proactive approach to consistently achieving individual and team targets (KPIs, SLAs), demonstrating a strong commitment to both quality and speed. Meet deadlines, optimise processing times and take full ownership and accountability to deliver results.
Perform additional tasks as assigned by your lead, demonstrating adaptability and a proactive approach. This includes actively participating in meetings, training, and internal events to support broader team and company objectives.
Embody and uphold Wise’s values in daily interactions.
Professional experience: 2+years of QA or experience of working in a relevant Servicing function for this role.
- Business-level proficiency in English and Japanese (written and spoken), with the ability to communicate clearly and produce high-quality documentation and recommendations.
Self-Development: Takes ownership for personal development, including commitment to develop expertise through industry and trend analysis, regulatory insights, and emerging risk typologies.
For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what it's like to work at Wise visit Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Skills Required
- 2+ years of QA or relevant Servicing experience
- Business-level proficiency in English and Japanese
What the Team is Saying
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What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
