Financial Crime Senior Quality Specialist (Sanctions/AML)

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 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.

Job Description

We’re looking for a FinCrime Senior Quality Specialist to join our growing Sanctions and AML teams!

The primary function of the QA Senior Specialist is to empower and support the QA team, ensuring that quality processes and operational efficiency are consistently maintained and improved. This entails identifying areas of improvement related to quality processes, documentation, and operational workflows to enhance both customer experience and business outcomes. The role is critical in conducting Check-the-Checker (CTC) reviews and organizing calibration sessions to uphold and elevate the quality standards of the team. The QA Senior Specialist is responsible for overseeing the resolution of disputes, ensuring all resolutions are aligned with established quality standards and organizational procedures.

Additionally, this role provides mentorship and guidance to team members, particularly new hires during their onboarding process, by helping them understand their roles and performing accreditation for their competencies. By fostering a robust quality culture and working closely with internal and external stakeholders, the QA Senior Specialist ensures that the QA team remains competent, compliant, and focused on continuous improvement. The position also involves collaborating with various functions such as Training, Knowledge Management (KM), and Continuous Improvement (CI), and reporting directly to the Quality Team Lead to drive the implementation of the quality management strategy and framework across the organization.

Activities performed on the job:

Performs CTC (Check the checker)

• Conduct regular quality checks on QA Specialists, vendors and products, to assure work quality in a timely manner.
• Provides constructive feedback to QA Specialists for performance improvement and to ensure QA teams remain consistent.
• Identifies repeated errors and compliance risks and escalates to compliance oversight from CTC and regular quality reviews.

Manages and responds to QA review disputes and makes necessary corrections if needed

• Reviews and closes disputes in a timely manner and responds to Operations accordingly.
• Demonstrates attention to detail to objectively review cases and provide feedback that is constructive and considers the operational agent’s perspective.

Arrange and lead calibration sessions for QA Specialists 

• Owns calibration sessions and is responsible to ensure team alignment on how to use the Quality Framework for consistent reviews and results.
  • Is responsible to organise and run bi-weekly calibration sessions, assess how well the team is calibrated, work with peers to ensure all teams are calibrated.
  • Is responsible for maintaining comprehensive documentation on calibration discussions including but not limited to: cases calibrated, final decisions and actions items proposed.
• Works closely with QA Specialists by collaborating on difficult cases and contributing constructively to discussions to improve alignment and performance across the team.
• In situations where consensus is challenging to achieve and team members are indecisive or calibration is misaligned, QA Senior Specialist is responsible for making well-informed decisions and upholding the grading guidelines .

Training & mentoring

• Assists in onboarding new joiners and mentoring specialists.
  • Creates structured training plans that help new employees understand the QA processes and their specific roles. This includes developing schedules that cover necessary training sessions, workshops, and introductory meetings.
  • Prepares and leads training sessions that might include job-specific skills, software tutorials. These sessions aim to equip the new joiners with the skills and knowledge necessary to perform their duties efficiently.
  • Organizes training sessions to equip new joiners with domain specific knowledge. 
  • Ensures that newcomers receive all necessary materials, such as manuals, guidelines, and access to online resources, to assist them in their learnin