KYC Quality Specialist

Company 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 life 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.

More about our mission.

Job Description

We’re looking for a KYC Quality Specialist to join our growing team. 

Purpose of the role

The main purpose of the Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. This involves maintaining high and consistent 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 Quality Specialist, you’ll 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.

Activities performed on the job

• Evaluates and monitors operational 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 experience.

  • Provide feedback and identify root causes of errors to enhance processes, tooling, or product and report findings to relevant teams.

  • Provide feedback / suggestions to SE (Service Experience) teams regarding procedures that can benefit our customers.

• Peer Assist

  • Assist in onboarding new joiners and support specialists needing extra support.

• Interdepartmental Calibration

  • Actively engage in calibration sessions, applying action items derived from the results.

  • 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.

  • Actively participate in case handling and operational activities according to the effective expectations to maintain up-to-date product and process knowledge.

  • Complete required internal and external Quality Assurance related trainings.

  • Monitor changes through internal channels, readings, trainings, and implement the learnings effectively.

About the role

Starting salary: 2225EUR / 750000HUF

Qualifications

About you

• You’re experienced — You have customer support background (KYC, FinCrime experience is an advantage)

• You’re knowledgeable — you understand procedures and processes, stay up-to-date and take a proactive approach in understanding business or domain specific policies

• You proactively solve problems — identifying and addressing issues to implement improvements that benefit customers and the team.

• You’re customer-centric — always prioritising customer satisfaction and advocating for their needs within the organisation.

• You embrace adaptability — readily accepting change and quickly integrating new processes while maintaining quality.

• You’re a team player — sharing knowledge and resources to ensure team success and actively engaging in discussions.

• You’re a strong communicator — tailoring your communication to suit diverse audiences with clarity and respect.

• You make data-driven decisions — leveraging data to inform your actions and enhance your impact.

• You take ownership — fully committing to your tasks and consistently striving to meet or exceed KPIs.
  

If you're interested in the position please apply the latest by 12th of February by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

• What is Quality to you?
• What motivates you to apply and why would you be a good fit?

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.

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.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.