Spend Operations Quality Control Specialist

We're looking for a Quality Control Specialist to join our team in Tallinn! We're the financial bodyguards for Wise cardholders worldwide. Sitting within Global Product Operations, the Spend Operations team is the frontline defense against the financial wild west. We handle everything that touches the Wise card ecosystem, specifically specializing in:

• Card Fraud: Outsmarting account takeovers, compromised data, and unauthorized transactions before they impact our users.
• Card Scams: Protecting our customers from sophisticated phishing networks, social engineering, and malicious actors trying to trick them out of their hard-earned money.
• Card Disputes: Fighting back against bad merchants, managing the complex world of chargebacks, and navigating card scheme rules to recover funds when things go wrong.

As our Quality Control Specialist, you're the quality engine powering these frontline defenders . You ensure our specialists make the right risk decisions, remain bulletproof against compliance regulations, and deliver empathetic, compliant, and lightning-fast resolutions. Our mission is to protect our customers, reduce operational risk, and level up the team’s performance through actionable insights into trends and great feedback driving continuous process improvement.

Here’s how you’ll be supporting and elevating the team

• The Deep Dive: Perform regular, systematic quality reviews across workflows to ensure we are hitting our regulatory standards, internal policies, and SLAs.
• Tech-Forward QC: Embrace, test, and champion AI-driven automation tools to supercharge our review samples and data insights. This mindset is an absolute must for the role!
• The "Why" Detective: Figure out if an error was a one-off mistake, a training gap, or a broken process- then take ownership to help fix it.
• Feedback & Collaboration: Provide clear, constructive, and empathetic feedback to specialists, and partner with Training and Process Excellence teams to design killer remediation strategies.
• Trend Spotting: Track performance metrics and proactively flag emerging risks to leadership before they become systemic issues.