Quality Assurance Senior Specialist

Job description

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.

Key Responsibilities

QA Senior Specialist will execute the Quality checks and calibrations for 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 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.

Qualifications

We are seeking candidates with experience in the Payments domain and a strong, end-to-end understanding of how money moves through a modern payments business.

Pay-In & Pay-Out

Deep familiarity with how customer funds are received, processed, and disbursed across multiple payment methods and rails.

Reconciliation & Settlement

Solid grasp of how transactions are matched, balanced, and settled between internal systems, banking partners, and payment schemes.

Exception Handling & Operational Excellence

Ability to diagnose and resolve payment issues — failures, returns, refunds, chargebacks — while balancing speed, accuracy, and customer experience.

Skills & Requirements

Required: Professional experience: 3+years of QA or experience of working cases in Payments domain 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 with clear rationale and audit trails. Problem Solving with a proven ability to diagnose complex, systemic issues and identify and recommend actions and best practice.

Ability to manage challenges to QA results in a proactive and constructive way.

Communication and stakeholder management skills

Can clearly explain risks, issues and communicate QA outcomes with key stakeholders at all levels.

Adaptability

Proactively identifies, assesses and manages changes impacting the QA team to ensure QA delivers consistent and correct outcomes that stakeholders can trust and rely on.