Quality Senior Lead

Wise

Wise

Quality Assurance
Tallinn, Estonia
Posted on Monday, June 17, 2024

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

Role Overview

Senior Team Lead of Quality Assurance for Customer Support and related customer experience areas is responsible for leading our Quality Assurance teams to ensure the highest standards of customer service and operational excellence. The ideal candidate will have a strong background in quality assurance in customer support environments, exceptional leadership abilities, and a profound commitment to enhancing customer experience. The successful candidate will lead and develop a team of leads in Customer Support Quality and collaborate closely with our stakeholders to implement change initiatives across the organization.

Key Responsibilities:

  • Lead and manage quality assurance teams, providing guidance, training, and motivation to achieve peak performance aligned with Wise's business objectives and customer-centric approach.

  • Collaborate with Customer Support 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 customer support and related operational areas including sampling, reporting and review of QA scorecards to ensure actionable insights are delivered to operational teams.

  • Leverage data analytics and reporting capabilities to derive actionable insights and drive data-driven decision-making processes within the quality assurance function for customer care areas.

  • Stay updated on industry best practices and emerging technologies in quality assurance and customer service to recommend implementable innovations.


Qualifications

Qualifications:

  • 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.


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.

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.

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