FinCrime Quality Senior Specialist

We’re looking for a FinCrime Quality Senior Specialist to join our growing team in Hyderabad, India. As a FinCrime Quality Senior Specialist, you will empower and support the QC team, ensuring that quality processes and operational efficiency are consistently maintained and improved.

Responsibilities

• Perform Check-the-Checker (CTC) reviews and organise calibration sessions to uphold and elevate the quality standards of the team
• Provide constructive feedback to QC Specialists for performance improvement and ensure QC teams remain consistent
• Identify repeated errors and compliance risks and escalate to compliance oversight from CTC and regular quality reviews
• Manage and respond to QC review disputes and make necessary corrections if needed
• Review and close disputes in a timely manner and respond to Operations accordingly
• Demonstrate attention to detail to objectively review cases and provide feedback that is constructive and considers the operational agent’s perspective
• Arrange and lead calibration sessions for QC Specialists
• Own calibration sessions and ensure team alignment on how to use the Quality Control Framework for consistent reviews and results
• Organise and run bi-weekly calibration sessions, assess how well the team is calibrated, work with peers to ensure all teams (including internal/vendor) are calibrated
• Maintain comprehensive documentation on calibration discussions, including cases calibrated, final decisions, and action items proposed
• Collaborate on difficult cases and contribute constructively to discussions to improve alignment and performance across the team
• Make well-informed decisions and uphold grading guidelines in situations where consensus is challenging to achieve

Training & Mentoring

• Assist in onboarding new joiners and mentoring specialists
• Create structured training plans that help new employees understand the QC processes and their specific roles
• Prepare and lead training sessions that might include job-specific skills, software tutorials
• Equip new joiners with domain-specific knowledge
• Ensure newcomers receive all necessary materials, such as manuals, guidelines, and access to online resources
• Act as a mentor to new employees, offering support and guidance
• Introduce new joiners to key team members and stakeholders within the organisation
• Evaluate the knowledge, skills, and capabilities of new team members to determine their readiness to undertake their roles and responsibilities (accreditation)
• Facilitate knowledge transfer sessions to share expertise, industry insights, and lessons learned with team members

Qualifications

• At least 1 year of experience in a FinCrime, Quality Control, or Quality Assurance role
• Knowledge of procedures and processes, staying up-to-date, and understanding Wise's products, tools, and policies
• Proactive problem-solving skills, identifying and addressing issues to implement improvements that benefit customers and the team
• Customer-centric approach, prioritising customer satisfaction and advocating for their needs within the organisation
• Adaptability, readily accepting change and quickly integrating new processes while maintaining quality
• Strong communication skills, tailoring communication to suit diverse audiences with clarity and respect
• Data-driven decision-making, leveraging data to inform actions and enhance impact
• Taking ownership, fully committing to tasks and consistently striving to meet or exceed KPIs