Head of Quality Assurance - Customer Support (Budapest, Tallinn)

Wise

  • Tallinn, Harju County Budapest
  • Állandó
  • Teljes munkaidő
  • 15 napja
Company DescriptionWise 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 aboutJob DescriptionRole Overview: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.QualificationsBachelor'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.This role can be filled in Budapest or Tallinn.
If you are interested in the role please submit you application with your CV and Cover Letter until the 5th of May.Additional InformationFor 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.Every Wiser should feel that they can be themselves at work.Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer's needs and make sure we leave no-one behind on our journey to mission-zero.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 .Keep up to date with life at Wise by following us on and .

Wise