Description
Weʼre looking for a FinCrime Quality Specialist to join our growing team. The main purpose of the Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations.
As a Quality Specialist, youʼll report directly to the Quality Team Lead and promote quality culture in your region, while cooperating with our operational teams, as well as the various support functions like Training, Knowledge Management (KM), Continuous Improvement (CI) and more.
Responsibilities:
- Evaluate and monitor operational agents' performance in terms of quality
- Conduct regular quality control checks on agents, vendors, and products
- Listen to call recordings, read emails, and monitor performance using QC evaluation forms
- Conduct quality assessments with constructive feedback to help improve quality performance
- Partner with Operational Managers and other stakeholders to discuss agent QC performance
- Provide feedback on sensitive cases and escalate cases requiring immediate attention
- Participate in scheduled meetings with Operations for insights sharing
- Stay updated on changes affecting Operations and Quality
- Suggest and occasionally assist in process improvements to enhance customer experience
- Provide feedback and identify root causes of errors to enhance processes, tooling, or product and report findings to relevant teams
- Assist in onboarding new joiners and support specialists needing extra support
- Actively engage in calibration sessions, applying action items derived from the results
- Maintain operational knowledge and Quality knowledge
Qualifications:
- At least 1 year in a FinCrime, Quality Control or Quality Assurance role
- Understand procedures and processes, stay up-to-date, and understand Wise's products, tools, and policies
- Proactively solve problems and identify areas for improvement
- Customer-centric with a focus on customer satisfaction
- Adaptable and able to quickly integrate new processes
- Strong communicator with excellent interpersonal skills
- Data-driven decision maker
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