Senior Quality Lead

Customer SupportTallinn

We are looking for a Senior Quality Lead to help us lead processes in Tallinn. This role is a unique opportunity to have an impact on Wise’s mission, develop with a high-performing team and help save millions more people money.

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Office

Tallinn

Team

Customer Support

We are looking for a Senior Quality Lead to help us lead processes in Tallinn. This role is a unique opportunity to have an impact on Wise’s mission, develop with a high-performing team and help save millions more people money.

Your mission

Your mission is to help create, implement and lead our Quality  framework within your area. You’ll be responsible for developing and improving our CS Quality teams which cover our global presence. Whilst cooperating with our internal & outsourcing teams, along with the various support functions like Training, Workforce management, Continuous Improvement and more. As the Senior Quality Lead, you’ll report directly to the Head of Quality and be responsible for the teams and projects within your area.

The Senior Quality Lead is a leader with a mindset that allows them to create a vision on strategy to build people and processes that put our customers first while being aware of the risks surrounding the industry, specific products and requirements set to us by regulations and partners. You will create strategic direction and opportunities to improve Quality’s state and scalability. Whilst supporting compliant processes and growth needs within your domain. 

You will get to:

  • Contribute and support Head of Quality in strategic discussions
  • Develop and improve our CSAT and Vendor QA Frameworks
  • Create and implement the future vision for your team
  • Take responsibility  for turning Quality Team strategy into operational actions
  • Responsible for strong cross-functional collaboration with the OPS leads, Product Managers and other global service delivery functions.
  • Lead quality teams and team leads on operational, budget and process level.
  • Manage recruitment and strategic placement of required staff across teams, establishing and developing organisational structure.
  • Support a customer-focused culture that has a clear understanding of risk and an innovative can-do mindset that achieves both the regulatory objectives and a great customer experience
  • Own the plan to develop Quality team capabilities, skills and capacity while leading significant cross-team projects requiring material decisions and content contribution as well as project management.
  • Focus on developing, measuring, monitoring and improving overall performance of the Quality teams (KPIs) and giving regular feedback to teams/team leads and provide visibility on company level.
  • Drive the process improvements identified within the quality results of the area.
  • Support development of domain specific knowledge and provide advice within the Quality operations and cross team to ensure that we deliver on the customer experience, consider operational impact and achieve scaling.

About you:

  • You’re passionate. About customer experience, technology, leading people, building teams, and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do
  • You’re data-driven. You’ll set targets, drive analysis and implementation projects, define KPIs for the ops teams and work with all support functions.
  • You’re an exceptional communicator. You’ve got impeccable verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures, time zones, and whatever else – You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
  • You’re customer-focused. This should go without saying, but this is your guiding light. Our customers come first and we make no compromises on that, so you always have the customer’s best interest in mind and you cultivate this mindset into your teams
  • You’re a team-builder. You’re not hidden in a corner office somewhere, but rather work among your teams – You are hands on! Developing your team, and ensuring that we’re delivering on the business needs is your focus. You also  have operational and leadership experience – preferably over 3 years
  • You might have some previous work experience in the financial sector that has given you an understanding of the relevant regulatory landscape;
  • You have at least bachelor’s degree or equivalent.

PS! If you’re interested in the position, please apply by submitting your CV in English.

 We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

Ready to apply?

Complete the eligibility checklist now and get started with your online application.

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