Quality Assurance Officers

Company Description Wise is a global technology company, building the best way to move and manage the world’s money.

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.

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. 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
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
Process Improvement and Compliance:
Stay updated on changes affecting service quality
Suggest and occasionally assist in process improvements to enhance customer service
Provide feedback / suggestions to SE (Service Experience) Teams regarding procedures that can benefit our customers better
Ensure alignment with standards and provide valuable inputs in the meetings to enhance team performance
Maintain operational knowledge and Quality knowledge:
Knowledge of Wise processes and procedures including but not limited to tooling, communication procedures, compliance and privacy procedures
Complete required internal and external Financial Crime and Quality related trainings. Excellent verbal and written communication skills in English, with the ability to produce clear, concise, accurate, and constructive feedback summaries.
Good depth of knowledge in the specific QC domain, Compliance guidelines, and procedures.
You ideally have a FinCrime/Compliance background - 2+ years of experience in operations, compliance, or a related field, with a strong focus on SAR/STR/SMR investigations and filing.
Expert understanding of global financial crime regulations and standards (e.g., You are familiar with money laundering methods and global financial crime trends. You proactively stay informed on industry best practices and emerging threats, understanding what other businesses are doing and anticipating changes on the horizon.
Proven ability to work independently, prioritise tasks, and make decisions in problem-solving scenarios with minimal supervision.
Proficient with Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel), and Confluence.
You are strongly self-led, target and delivery-focused, punctual, and proactive in driving outcomes. Ability to recognise and proactively resolve recurring issues and streamline processes while working collaboratively with business departments and stakeholders.
Bachelor’s degree in Finance, Business Administration, Law, or related field.
Certifications: ICA, CAMS, CFE, or equivalent certification (especially with a focus on SAR/STR/Regulatory Compliance/Fincrime Compliance/Fraud).
Experience with data analysis tools (e.g., Looker, SQL, Lightdash) to extract insights for investigations and process improvements.
Certification or training in project management.
Experience in outsourcing projects and auditing.
We're people building money without borders — without judgement or prejudice, too. 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.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Compensation: USD 34 - USD 40.75 - hourly