FinCrime Quality Specialist

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.

More about our mission and what we offer
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1. Purpose of the role:

The main purpose of the Fin Crime Quality Specialist role is to improve customer experience and ensure compliance with business and legal expectations. The primary objective of this position is to enhance processes and ensure adherence to business and regulatory requirements by monitoring the work of agents and vendors through reviews and constructive feedback. This involves maintaining a high and consistent level of 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 Fin Crime Quality Specialist, you’ll report directly to the Fin Crime Quality Team Lead and promote quality culture in your region, while cooperating with our internal team & Vendor Management teams, as well as the various support functions like Training, Knowledge Management (KM), Continuous Improvement (CI) and more.

You will be a key contributor to development and continuous improvement by actively contributing to enhancements across the reporting domain, whether through process validations, new tooling or flow testing, or supporting business‑critical projects. This includes the ability to perform deep dives, give constructive feedback on varied complex areas, identify and address issues within raw or new processes, and manage higher‑risk workflows requiring increased scrutiny.

This role requires you to be comfortable with navigating ambiguity and making sound decisions in unfamiliar situations or when confronted with complex, high‑stakes corner cases. This challenging and impactful opportunity allows you to leverage your deep expertise, provide feedback to our operational and product function, and significantly contribute to Wise's mission.

2. Activities performed on the job:

• Evaluates and monitors Fin Crime Operations 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 QC 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 QC performance

  • Provide feedback on sensitive cases and elevate 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 service

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

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

• Peer Assist:

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

• Interdepartmental Calibration:

  • Actively engage in calibration sessions, applying action…