Complaints Quality Specialist
Complaints Quality Specialist
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Job Description
Your mission is to help implement and enforce our quality management strategy and framework. As a Quality Specialist youll report directly to the Quality Team Lead and promote quality culture in your region while cooperating with our internal complaints & outsourcing teams as well as the various complaints support functions like Training KM CI and more.
Role/Job purpose
Complaints Quality Specialist purpose is to maintain a high and consistent level of quality across agents specialists vendors and product based on agreed processes frequency and methodology. The role requires being responsible for checking and improving Complaints operations and Vendors work quality and efficiency through reviews feedback and improvements of the processes.
Responsibilities
Maintain comprehensive knowledge of Complaints processes and procedures;
Create organize and improve Complaints teams standardized Quality processes for agents vendors and products;
Conduct regular quality checks on agents vendors and products to assure work quality;
Accompany quality assessments with meaningful and constructive feedback while helping agents vendors and product to improve their quality performance with specific instructions;
Follow and adhere internal and external SLAs and KPIs individually and within the team level;
Help Wise accomplish its objectives by bringing a systematic disciplined approach to evaluation and improvements of Complaints teams vendors and product;
Engage to continuous knowledge development regarding sectors rules regulations best practices tools techniques and performance standards;
Report Complaints teams Vendors and product performance to relevant stakeholders;
Contribute to the team culture in a positive manner;
Effectively working through Quality reporting tasks maintaining speed quality and consistency of report management;
Act as an objective source of independent advice to ensure quality legality and goal achievement in Complaints processes vendors and product.
Qualifications :
Requirements
- You are experienced. You have at least 12 months experience in either a Complaints or Quality Assurance role. Experience in a Quality Assurance Role must be within a Customer Focused area. (Complaints or Customer Service Roles)
- Youre a great communicator. Youve got impeccable verbal and written English skills and youve worked internationally cross-team or cross-geo before so youll 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
- On top of this youre able to adapt to Wise type of communication
- You pay attention to details when completing tasks youre thorough and accurate
- Youre analytical: you are comfortable working with data noticing patterns trends and things of note and you can draw meaningful conclusions from them. You can use this to solve problems make decisions and provide recommendations to your leads colleagues and other stakeholders of your job
- Youre able to detect and solve problematic cases and/or processes and escalate them as needed.
- Youre experienced. You have either a Complaints or Quality Assurance background
- Youre punctual well organized and able to divide their time between specific activities in order to get things done
- Youre autonomous. Youre able to work independently and take decisions in main problem solving cases
- Youre reliable adaptable and display commitment to the teams goals.
- Youve got some tech skills. You have a good command of Google Workspace (Email Calendar Drive Docs Sheets Slides) Office suite (Word Excel) and Confluence
- Youre 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 customers best interest in mind
Additional Information :
Starting salary - 810000 HUF gross monthly (RSUs)
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit .
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Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
