Description
Wise is a global technology company, building the best way to move and manage the world's money. Min fees. Max ease. Full speed. 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. For everyone, everywhere.
Join Wise's Quality Assurance team and help us build world-class, scalable operations that keep customers safe and deliver great experiences. In this role, you'll provide independent, expert assurance over how work is done,spotting risk, identifying control gaps, and turning insights into clear, practical improvements.
Key Responsibilities:
- Trains and coaches QA specialists to achieve and maintain competence across the team, through accreditation and ongoing monitoring.
- Continually perform horizon scanning to identify planned changes which impact QA practices and ensure that assessment performed by QA Specialists adapt to these.
- Reviews the most complex and high-risk cases and leads on thematic reviews using test scripts and scorecards to assess compliance with policies, guidance and risk appetite.
- Acts as a Subject Matter Expert, resolving complex queries/escalations from QA specialists and coaching them to drive correct, consistent decision making and effective Root Cause Analysis.
- Leads calibration activity internally within QA, and with other stakeholders to ensure consistent, correct outcomes are achieved and drive best practice.
- Foster team collaboration, sharing knowledge and best practice and mentor colleagues to enhance team capabilities.
- Uses advanced analytical techniques and AI to analyse QA outcomes and data to identify trends and analyse/investigate more complex issues and root causes inform actionable insights and recommendations.
- Presents insights to stakeholders and Forums, influencing continuous improvement.
- Take a proactive approach to consistently achieving individual and team targets, demonstrating a strong commitment to both quality and speed.
QUALIFICATIONS:
- Professional experience: 3+years of QA or experience of working cases in a relevant function (AML Investigation, SAR Reporting, Fraud, inclusive of coaching others in domain relevant subjects.
- Fluent in English (written and verbal skills) with the ability to clearly articulate your thoughts and recommendations.
- Self-development: Is committed to learn and develop deep expertise through industry and trend analysis, regulatory insights, and emerging risk typologies.
Functional skills:
- Quality Assurance methodology: Good experience of Quality Assurance methodologies and frameworks, including testing procedures, scoring criteria, root cause analysis and continuous improvement.
- Risk and Compliance expertise relevant to the function, including ability to identify and assess risks, interpret and apply policy requirements and guidance, and a strong understanding of the regulatory environment.
- Analytical Skills: Capable of reviewing complex customer files and evidence robust risk-based decisions.
- Training and competency assessment: Ability to train and coach QA Specialists on the technical aspects relevant to the domain.
- Systems & tools: Proficient at using systems, dashboards and AI tools to analyse data, trends and provide actionable insights.
Values & Behaviours
- Critical Thinking: Ability to critically assess information, demonstrate attention to detail, constructively challenge, dig deeper where required, and make reasonable and robust decisions.
- Problem Solving with a proven ability to diagnose complex, systemic issues and identify and recommend actions and best practice.
- Communication and stakeholder management skills: Can clearly explain risks, issues and communicate QA outcomes with key stakeholders at all levels.
- Adaptability: Proactively identifies, assesses and manages changes impacting the QA team.