Financial Crime Quality Specialist (Sanctions/AML)

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 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.

Job Description

We’re looking for FinCrime Quality Specialists to join our growing Sanctions and AML teams.

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 including the following:

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 …