Quality Assurance Senior Specialist

Join Wise’s Quality Assurance team and help us build world-class, scalable operations that keep customers safe and deliver great experiences. In this role, you’ll provide independent, expert assurance over how work is done—spotting risk, identifying control gaps, and turning insights into clear, practical improvements. You’ll balance attention to detail with strong judgement, using data and tools to form well-reasoned conclusions that stand up to scrutiny. You’ll work closely with partners across the business, sharing themes and trends, contributing to consistent decision-making, and helping raise the bar on quality—while keeping pace in a fast-moving environment aligned to our mission of Money Without Borders. We are looking for candidates with extensive experience in AML Investigation, SAR Reporting, Fraud, Sanctions or KYC (EDD/CDD). Key Responsibilities: Trains and coaches QA specialists to achieve and maintain competence across the team, through accreditation and ongoing monitoring (through Calibration including “Check-the-Checker” testing).  Continually perform horizon scanning to identify planned changes which impact QA practices and ensure that assessment performed by QA Specialists adapt to these.  Reviews the most complex and high-risk cases and leads on thematic reviews using test scripts and scorecards to assess compliance with policies, guidance and risk appetite.  Acts as a Subject Matter Expert, resolving complex queries/escalations from QA specialists and coaching them to drive correct, consistent decision making and effective Root Cause Analysis. Supports Audit/Regulatory activity when required.  Leads calibration activity internally within QA, and with other stakeholders (e.g. Operations, Products and Line 2) to ensure consistent, correct outcomes are achieved and drive best practice. Challenges QA findings to ensure they are fair and correct, based on risk appetite and policy.   Foster team collaboration, sharing knowledge and best practice and mentor colleagues to enhance team capabilities. Uses advanced analytical techniques and AI to analyse QA outcomes and data to identify trends and analyse/investigate more complex issues and root causes inform actionable insights and recommendations.  Presents insights to stakeholders and Forums (when required), influencing continuous improvement.  Take a proactive approach to consistently achieving individual and team targets (KPIs, SLAs), demonstrating a strong commitment to both quality and speed. Meet deadlines, optimise processing times and take full ownership and accountability to deliver results. Perform additional tasks as assigned by your lead, demonstrating adaptability and a proactive approach. This includes actively participating in meetings, training, and internal events to support broader team and company objectives. Embody and uphold Wise’s values in daily interactions. 

Required: Professional experience: 3+years of QA or experience of working cases in a relevant function (AML Investigation, SAR Reporting, Fraud, KYC - EDD/CDD) inclusive of coaching others in domain relevant subjects. Fluent in English (written and verbal skills) with the ability to clearly articulate your thoughts and recommendations. Self-development: Is committed to learn and develop deep expertise through industry and trend analysis, regulatory insights, and emerging risk typologies. Share insights and best practice with colleagues.  Functional skills: Quality Assurance methodology: Good experience of Quality Assurance methodologies and frameworks, including testing procedures, scoring criteria, root cause analysis and continuous improvement. Identifies opportunities and takes ownership for driving and influencing improvement across the QA team and wider organisation.  Risk and Compliance expertise relevant to the function, including ability to identify and assess risks, interpret and apply policy requirements and guidance, and a strong understanding of the regulatory environment.  Analytical Skills: Capable of reviewing complex customer files and evidence robust risk-based decisions regarding .  Training and competency assessment: Ability to train and coach QA Specialists on the technical aspects relevant to the domain, as well as all aspects of QA methodology, testing, scoring and root cause analysis to ensure QA Specialists achieve and maintain competency.  Systems & tools: Proficient at using systems, dashboards and AI tools to analyse data, trends and provide actionable insights. Actively drives opportunities to use AI for more complex analytical tasks, at individual and team level.   Values & Behaviours Critical Thinking: Ability to critically assess information not just at case level but where relevant at an aggregate level (e.g. Segment, product etc) demonstrate attention to detail, constructively challenge, dig deeper where required, and make reasonable and robust decisions w