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  • 3 weeks ago

jobs description

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.

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

The Head of Quality Assurance in the Servicing team at Wise plays a pivotal role in driving excellence and efficiency in our customer service operations. This strategic leader will spearhead the transformation efforts, establishing and refining quality assurance processes, frameworks, and methodologies to elevate customer experience and operational effectiveness... The successful candidate will lead a team of senior leads, develop leaders, and collaborate closely with our stakeholders and a transformation lead to implement change initiatives across the organization.

Key Responsibilities
• Strategic Leadership: Develop and execute a comprehensive quality assurance strategy aligned with Wise's business objectives and customer-centric approach.
• Transformational Leadership: Lead organizational change initiatives by driving the adoption of new performance management frameworks, stakeholder management frameworks, and operational processes to enhance efficiency and effectiveness.
• Process Optimization: Oversee the redesign and optimization of quality assurance processes, including sampling methodologies, QA review procedures, root cause analysis and data analysis techniques to ensure actionable insights are delivered to operations teams.
• Team Development: Mentor and develop a high-performing team of quality assurance professionals, fostering a culture of continuous learning, growth, and innovation.
• Stakeholder Engagement: Collaborate cross-functionally with key stakeholders, including operations, product, and compliance teams, to align quality assurance initiatives with business objectives and drive organizational success.
• Performance Management: Establish robust performance management frameworks to monitor and evaluate the effectiveness of quality assurance initiatives, ensuring accountability and driving continuous improvement.
• Data-driven Decision Making: Leverage data analytics and reporting capabilities to derive actionable insights and drive data-driven decision-making processes within the quality assurance function.
• Compliance and Risk Management: Ensure adherence to regulatory requirements, industry best practices, and internal policies and procedures related to quality assurance and customer service operations.

Qualifications
• Bachelor's degree in business administration, finance, or a related field; Master's degree preferred.
• Proven track record of leadership in quality assurance or customer service operations, preferable within the fintech or online industry.
• Extensive experience driving organizational transformation initiatives, including the implementation of performance management frameworks, stakeholder management frameworks, and process optimization strategies.
• Strong analytical skills with the ability to interpret complex data sets and derive actionable insights to improve operational efficiency and customer experience.
• Exceptional communication, interpersonal, and influencing skills, with the ability to engage and align stakeholders at all levels of the organization.
• Demonstrated experience in leading and developing high-performing teams, fostering a culture of collaboration, innovation, and continuous improvement.
• Strategic mindset with a results-oriented approach and the ability to thrive in a fast-paced, dynamic environment.

Additional Information

This role can be filled in Budapest or Tallinn.

Hiring Process
• Application and cover letter review
• Screening call with the recruiter
• Take Home Test
• First interview with the team
• Final interview with the Head of Service Experience and Global Head of FinCrime Operations or Head of Customer Support Strategy and Implementation
• Start date: ASAP

What Do We Offer
• Starting salary: 5600 EUR/gross monthly in Tallinn and 1,890,000 HUF gross/monthly in Budapest
• Company Restricted Stock Units
• Numerous great benefits in our offices

If you're interested in the position, please apply the latest by the 12th of May 2024 (end of the day) by submitting your CV and Cover Letter in English.

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
Tallinn Estonia

salary-criteria

Apply - Head of Quality Assurance - Customer Support Tallinn