FinCrime Quality Specialist

1. Purpose of the role:

The main purpose of the FinCrime Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. The primary objective of this position is to enhance processes and ensure adherence to business and regulatory requirements by monitoring the work of agents and vendors through reviews and constructive feedback.

This involves maintaining a high and consistent level of 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 FinCrime Quality Specialist, you’ll report directly to the FinCrime Quality Team Lead and promote quality culture in your region, while cooperating with our internal team & Vendor Management teams, as well as the various support functions like Training, Knowledge Management (KM), Continuous Improvement (CI) and more.

You will be a key contributor to development and continuous improvement by actively contributing to enhancements across the reporting domain, whether through process validations, new tooling or flow testing, or supporting business-critical projects. This includes the ability to perform deep dives, give constructive feedback on varied complex areas, identify and address issues within raw or new processes, and manage higher-risk workflows requiring increased scrutiny. This role requires you to be comfortable with navigating ambiguity and making sound decisions in unfamiliar situations or when confronted with complex, high-stakes corner cases. This challenging and impactful opportunity allows you to leverage your deep expertise, provide feedback to our operational and product function, and significantly contribute to Wise's mission.

2. Activities performed on the job:

1. Evaluates and monitors FinCrime Operations agents' performance in terms of quality

   • Conduct regular quality checks on agents, vendors, and products

   • Listen to call recordings, read emails, and monitor performance using QA evaluation forms

   • Conduct quality assessments with constructive feedback to help improve quality performance

2. Liaison and Feedback:

   • Partner with Operational Managers and other stakeholders to discuss agent QA performance

   • Provide feedback on sensitive cases and escalate cases requiring immediate attention

   • Participate in scheduled meetings with Operations for insights sharing

3. Process Improvement and Compliance:

   • Stay updated on changes affecting service quality

   • Suggest and occasionally assist in process improvements to enhance customer service

   • Provide feedback and proactively identify root causes of errors to enhance processes, tooling, or product and reports findings to relevant teams

   • Provide feedback / suggestions to SE (Service Experience) Teams regarding procedures that can benefit our customers better

4. Peer Assist:

   • Assist in onboarding new joiners and supports specialists needing extra support

5. Interdepartmental Calibration:

   • Actively engage in calibration sessions, applying action items derived from the results

   • Ensure alignment with standards and provide valuable inputs in the meetings to enhance team performance

6. Maintain operational knowledge and Quality knowledge: 

   • Knowledge of Wise  processes and procedures including but not limited to tooling, communication procedures, compliance and privacy procedures

   • Actively participate in case handling and operational activities according to the effective expectations to maintain up-to-date product and process knowledge

   • Complete required internal and external Financial Crime and Quality related trainings. Monitor changes through internal channels, readings, trainings, and implements the learnings effectively.