Complaints 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.

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 internal complaints & outsourcing teams, as well as the various complaints support functions like Training, KM, CI and more.

Role/Job purpose 

Complaints Quality Specialist purpose is to maintain a high and consistent level of quality across agents, specialists, vendors and product, based on agreed processes, frequency and methodology. The role requires being responsible for checking and improving Complaints operations and Vendors work quality and efficiency through reviews, feedback and improvements of the processes.

Responsibilities

• Maintain comprehensive knowledge of Complaints processes and procedures;

• Create, organize and improve Complaints teams standardized 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;

• 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 Complaints teams, vendors and product;

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

• Report Complaints 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;

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

Requirements

• You’re experienced. You have 6 months experience in either a Complaints or Quality Assurance 

• You’re a great communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else - You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization

• On top of this, you’re able to adapt to Wise type of communication

• You pay attention to details, when completing tasks you’re thorough and accurate 

• You’re analytical: you are comfortable working with data, noticing patterns, trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems, make decisions and provide recommendations to your leads, colleagues and other stakeholders of your job

• You’re  able to detect and solve problematic cases and/or processes, and escalate them as needed.

• You’re punctual, well organized and able to divide their time between specific activities in order to get things done

• You’re autonomous. You’re able to work independently and take decisions in main problem solving cases

• You’re reliable, adaptable and display commitment to the team’s goals. 

• You’ve got some tech skills. You have a good command of Google Workspace (Email, Calendar, Drive, Docs, Sheets, Slides), Office suite (Word, Excel) and Confluence

• You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind

Starting salary -  2,400 EURO's gross monthly (+RSUs)

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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