Customer Service Quality Specialist

We’re looking for a Customer Support Quality Specialist to join our growing team. Purpose of the role 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

• Conduct holistic, risk-based reviews using test scripts and scorecards to assess risk outcomes, compliance with global and regional policies, relevant guidance and risk appetite.
• Assess risk, materiality and root causes for each finding, providing clear and robust reasons aligned to policy compliance and/or risk mitigation.
• Participate in calibration exercises to share findings, best practice and ensure consistent, correct decisions are made across the team.
• Clearly communicate outcomes to stakeholders covering key risks, issues, root causes, and recommendations, maintaining robust records and audit trails.
• Analyse, assess and communicate emerging themes and trends, recommending opportunities for continuous improvement.
• When assigned, scope, plan, and execute root cause analysis or targeted investigations.
• Contributes to team collaboration and knowledge sharing to enhance team capabilities.
• Take a proactive approach to consistently achieving individual and team targets (KPIs, SLAs), demonstrating a strong commitment to both quality and speed. Meet deadlines, optimise processing times and take full ownership and accountability to deliver results.
• Perform additional tasks as assigned by your lead, demonstrating adaptability and a proactive approach. This includes actively participating in meetings, training, and internal events to support broader team and company objectives.
• Embody and uphold Wise’s values in daily interactions.