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.

We’re looking for a CDD Senior Quality Specialist to cover a maternity leave in our CDD Quality team in Tallinn. 

The Senior Quality Specialist is an expert position with comprehensive knowledge of the area they support as well as Quality Assurance. They have knowledge and experience of working within quality regulatory frameworks. They can represent and explain the details of processes to third parties and are more impactful team players. They contribute to maintaining the quality team's competency by performing team audits and arranging calibration sessions. They are also used to working with the wider view of quality results, assisting the TL with root cause analysis of quality results.

Responsibilities

• Maintain comprehensive knowledge of the CDD, KYC and due diligence processes and procedures;

• Create, organise and improve CDD teams standardised Quality processes for agents, vendors and products;

• Conduct regular quality checks on agents, vendors and products, to assure work quality;

• Accompany quality assessments with meaningful and constructive feedback, while helping agents, vendors and product to improve their quality performance with specific instructions and coaching;

• Collaborate with relevant Team Leads and Compliance Officers to ensure all legal and internal requirements are filled with Quality process;

• Be the primary Quality point of contact and process expert regarding at least one Quality subcategory within CDD Agents/Vendors/Product and work to clarify and streamline the process around their requests when needed. 

• Detecting problems or problematic areas within the processes and handling them from end to end by taking ownership and involving appropriate help when needed. When quality is not met, impose and maintain appropriate account controls;

• Assist Team Lead with implementing and maintaining the Quality framework for the team;

• Assist Team Lead in responding to different parties' information requests in a timely and clear manner; 

• Follow and adhere internal and external SLAs and KPIs, individually and within the team level;

• Help Wise accomplish its objectives by bringing a systematic, disciplined approach to evaluation and improvements of the quality of CDD teams, vendors and product;

• Engage in continuous knowledge development regarding sector’s rules, regulations, best practices, tools, techniques and performance standards;

• Report CDD team’s, Vendors’ and product performance to relevant stakeholders;

• Contribute to the team culture in a positive manner;

• Effectively working through Quality reporting tasks, maintaining speed, quality and consistency of report management;

• Conducting Quality checks on Quality Specialists checks and assisting the Team Lead in Specialist Calibration process;

• Act as an objective source of independent advice to ensure quality, legality and goal achievement in CDD processes, vendors and product.

• Excellent written and verbal English skills

• Expresses themselves clearly, knows the audience and follows critical channels.

• Communicates with confidence.

• Attention to detail

• Analytical skills

• Ability to adapt to Wise type of communication

• Process improvement

• Time & energy management

• Is able to detect and solve problematic cases and processes and escalate them as needed.

• Root cause analysis

• Different problem solving tools like 5 Whys, Fishbone diagram

• Good in depth knowledge of KYC,EDD & CDD guidelines. As well as AML and CTF policy.

• Vendors regulatory Frameworks if relevant

• Has an up to date relevant CDD team expertise OR Quality assurance 

• Data security procedures

• Is well organised, and able to divide their time between specific activities in order to get things done.

• Can work independently and take decisions in main problem solving cases.

• Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides)

• Office suite (Word, Excel)

• Confluence

• Zoom

• Slack

• Looker or other BI tool

About this role: 

• Open to: Wisers who have been in their current role for at least 12 months

• Reports to: Luca Scarano

• Salary. 2500 EUR

• Stock: To be reviewed at offer, depends on your current level

If you're interested in the position, please check with your TL first and apply the latest 26th of May 2024 by submitting your CV and Cover Letter. In your cover letter, please answer the following questions:

• Definition of the role. What in your opinion is the scope of a Quality Senior Specialist in a team such as CDD QA - what can be your areas of expertise and how would you contribute to the team in reaching their goals?

• Provide an example of solving a problem using an unconventional approach. Please describe the nature of the issue, the approach you chose (and why) and the outcome of the process.

• One of the main tasks you will be dealing with is to Check the Checker - which consists in reviewing the quality of other quality specialists. Let’s imagine a situation in which you've identified that several QA specialists in your team are constantly falling below the expected performance threshold. Describe how you would approach reviewing their work and implementing measures to help them improve their performance? And how would you handle cases where improvement is not seen despite support and coaching efforts, what approaches would you utilise in this process?

If you have any questions, please contact Luca Scarano, the hiring lead, or Lili Jancsár, the recruiter for this role.

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.

Every Wiser should feel that they can be themselves at work.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.

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.

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