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: 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.
Collaborate with the FinCrime Team and other operational areas to integrate quality assurance processes, metrics and benchmarks into overall Servicing Operations strategies.
Mentor and develop a high-performing team of quality assurance professionals, fostering a culture of continuous learning, growth, and innovation.
Drive adoption of new performance management and stakeholder management frameworks to enhance efficiency and effectiveness of QA teams. Enable regular analysis of customer service interactions and outcomes to identify areas for improvement and report on trends.
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. 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.
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.
Proven track record of leading quality improvement initiatives and managing teams to achieve quality and service excellence.
Demonstrated experience in leading and developing high-performing teams, fostering a culture of collaboration, innovation, and continuous improvement.
Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
Excellent communication and interpersonal skills, capable of working effectively with all levels of the organization and fostering a team environment.
Knowledge of quality assurance methodologies, tools, and customer service software.
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.
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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.
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