Company Description
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 life 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.
Job Description
Role Overview
Senior Team Lead of Quality Assurance for FinCrime and related customer experience areas is responsible for leading our Quality Assurance teams to ensure the highest standards of FinCrime and operational excellence. The ideal candidate will have a strong background in quality assurance in FinCrime environments, exceptional leadership abilities, and a profound commitment to enhancing customer experience. The successful candidate will lead and develop a team of leads in FinCrime Quality and collaborate closely with our stakeholders to implement change initiatives across the organization.
Key Responsibilities:
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Lead and manage quality assurance teams, providing guidance, training, and motivation to achieve peak performance aligned with Wise's business objectives and customer-centric approach.
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Collaborate with the FinCrime Team and other operational areas to integrate quality assurance processes, metrics and benchmarks into overall Servicing Operations strategies.
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Mentor and develop a high-performing team of quality assurance professionals, fostering a culture of continuous learning, growth, and innovation.
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Drive adoption of new performance management and stakeholder management frameworks to enhance efficiency and effectiveness of QA teams.
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Enable regular analysis of customer service interactions and outcomes to identify areas for improvement and report on trends.
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Oversee implementation of quality assurance processes for FinCrime and related operational areas including sampling, reporting and review of QA scorecards to ensure actionable insights are delivered to operational teams.
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Leverage data analytics and reporting capabilities to derive actionable insights and drive data-driven decision-making processes within the quality assurance function for customer care areas.
Qualifications
- Bachelor’s degree in Business Administration, Quality Management, or a related field. Master’s degree preferred.
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Minimum of 3 years of experience in quality assurance, with at least 2 years in a leadership position, preferably within customer support or service industries.
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Proven track record of leading quality improvement initiatives and managing teams to achieve quality and service excellence.
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Demonstrated experience in leading and developing high-performing teams, fostering a culture of collaboration, innovation, and continuous improvement.
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Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
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Excellent communication and interpersonal skills, capable of working effectively with all levels of the organization and fostering a team environment.
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Knowledge of quality assurance methodologies, tools, and customer service software.
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Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations.
Additional Information
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.
What We Do
We’re making a positive, irreversible change in the world of finance. Together.
People on every continent around the world are choosing Wise to help them live, travel and work internationally. We’re the fairest, easiest way to send money overseas.
Built by and for people who live global lives, we make sending money abroad up to 8 times cheaper than the bank. This is money without borders - instant, convenient, transparent and eventually free.
For our customers, using Wise is as simple as sending money from A to B, but behind our app and website is a complex engine of currencies and routes, that’s being designed, built and powered by our talented teams in cities around the world.
We’re just at the beginning of our story and we’re growing at an incredible pace. We won’t stop until anyone, anywhere can send, spend and receive money wherever they are, whatever they’re doing. There’s still heaps to do and we can’t do it alone.
Why Work With Us
We are a mission-driven company, looking to change banking for the better. Current banking systems don’t let us send, spend or receive money across borders easily. Or quickly. Or cheaply. So, we’re building a new one. If you're looking for an autonomous work environment, where you'll face cool challenges, learn and grow, you'll like working at Wise
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WISE Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Here at Wise we have a hybrid working model – a mix of working from home and from the office. Wisers can also work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to!
