Financial Crimes Quality Assurance Director

3 weeks ago

London, Greater London, United Kingdom Wise Full time
Role Overview

We are seeking a Senior Team Lead to head our Quality Assurance teams for Financial Crimes and related customer experience areas. The ideal candidate will have a strong background in quality assurance, exceptional leadership abilities, and a commitment to enhancing customer experience.

Main Responsibilities
  • Lead and manage quality assurance teams, providing guidance, training, and motivation to achieve peak performance aligned with our business objectives and customer-centric approach.
  • Collaborate with the Financial Crimes Team and other operational areas to integrate quality assurance processes, metrics, and benchmarks into overall Servicing Operations strategies.
  • Mentor and develop a high-performing team of quality assurance professionals, fostering a culture of continuous learning, growth, and innovation.
  • Drive adoption of new performance management and stakeholder management frameworks to enhance efficiency and effectiveness of QA teams.
  • Enable regular analysis of customer service interactions and outcomes to identify areas for improvement and report on trends.
  • Oversee implementation of quality assurance processes for Financial Crimes and related operational areas, including sampling, reporting, and review of QA scorecards to ensure actionable insights are delivered to operational teams.
Requirements
  • Bachelor's degree in Business Administration, Quality Management, or a related field; Master's degree preferred.
  • Minimum of 3 years of experience in quality assurance, with at least 2 years in a leadership position, preferably within customer support or service industries.
  • Proven track record of leading quality improvement initiatives and managing teams to achieve quality and service excellence.
  • Demonstrated experience in leading and developing high-performing teams, fostering a culture of collaboration, innovation, and continuous improvement.
  • Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
  • Excellent communication and interpersonal skills, capable of working effectively with all levels of the organization and fostering a team environment.
  • Knowledge of quality assurance methodologies, tools, and customer service software.
  • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations.
About Us

We're Wise, a company that believes in making money without borders - without judgment or prejudice. We celebrate diversity, equity, and inclusion in our teams, and we're proud to have a truly international workforce.

We value inclusivity and respect, empowering every Wiser to contribute towards our mission and progress in their careers.

Salary Information

The estimated salary range for this position is $80,000 - $120,000 per year, based on location and experience.

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