FinCrime Quality Specialist

Wise•Austin, TX

About The Position

The FinCrime Quality Specialist improves customer experience and ensures compliance with business and legal expectations. The role monitors the work of FinCrime Operations agents, vendors, and products through quality reviews and constructive feedback, maintaining consistent quality and identifying opportunities to improve customer, business, and compliance outcomes. It helps implement and enforce Wise’s quality management strategy and framework and promotes a quality culture in the region. Reporting directly to the FinCrime Quality Team Lead, the specialist works with internal teams, Vendor Management, Operations, and support functions such as Training, Knowledge Management, and Continuous Improvement. The role contributes to ongoing development through reporting improvements, process validations, tooling and flow testing, and business-critical projects. It also involves deep dives into complex areas, identifying issues in new or raw processes, and handling higher-risk workflows that require increased scrutiny. The specialist must navigate ambiguity and make sound decisions in unfamiliar or high-stakes situations.

Requirements

Excellent verbal and written English communication skills, including the ability to produce clear, concise, accurate, and constructive feedback summaries.
Good depth of knowledge in the relevant quality-control domain, compliance guidelines, and procedures.
Ideally, at least 2 years of experience in operations, compliance, or a related field, with a strong focus on SAR/STR/SMR investigations and filing.
Expert understanding of global financial crime regulations and standards, including AML, CTF, sanctions, and SAR/STR/SMR reporting requirements across jurisdictions.
Familiarity with money-laundering methods and global financial crime trends, and awareness of industry best practices and emerging threats.
Ability to work independently, prioritize tasks, and make problem-solving decisions with minimal supervision.
Proficiency with Google Workspace, Microsoft Office (Word and Excel), and Confluence.
Strong attention to detail and organization.
Self-led, delivery-focused, punctual, and proactive in driving outcomes.
Comfort making independent decisions and delivering results in an operational environment.
Ability to recognize and resolve recurring issues and streamline processes while collaborating with business departments and stakeholders.
Reliability, adaptability, and commitment to team goals.
Ability to thrive in a fast-paced, high-pressure environment, switch rapidly between topics and problem spaces, and adapt to a changing operational landscape.

Nice To Haves

Bachelor’s degree in Finance, Business Administration, Law, or a related field.
ICA, CAMS, CFE, or equivalent certification, particularly in SAR/STR, regulatory compliance, financial crime compliance, or fraud.
Experience with data analysis tools such as Looker, SQL, or Lightdash.
Certification or training in project management.
Experience in outsourcing projects and auditing.
Experience in a fintech and/or financial crime environment.

Responsibilities

Conduct regular quality checks on FinCrime Operations agents, vendors, and products.
Listen to call recordings, review emails, and monitor performance using quality-control evaluation forms.
Complete quality assessments and provide constructive feedback to improve performance.
Partner with Operational Managers and stakeholders to discuss agent quality-control performance.
Provide feedback on sensitive cases and escalate cases requiring immediate attention.
Participate in scheduled Operations meetings to share insights.
Stay updated on changes affecting service quality and suggest or assist with process improvements.
Identify root causes of errors and report findings and feedback to relevant teams to improve processes, tooling, products, and reporting.
Provide suggestions to Service Experience teams about procedures that could better serve customers.
Assist with onboarding new joiners and support specialists who need additional assistance.
Participate in interdepartmental calibration sessions, apply resulting action items, and help maintain alignment with standards.
Maintain current operational and quality knowledge, including knowledge of Wise processes, tools, communications, compliance, and privacy procedures.
Participate in case handling and operational activities to maintain up-to-date product and process knowledge.
Complete required internal and external Financial Crime and Quality training, monitor updates through internal channels and other learning, and apply that knowledge.
Contribute to reporting improvements, process validations, tooling or flow testing, and business-critical projects.