Quality Assurance Team Lead – Payment Operations

About the role

Join Wise’s Quality Assurance team to lead a high‑performing group that ensures safe, reliable payment operations. You will provide independent assurance, spot risks, close control gaps and turn insights into practical improvements while supporting the company’s mission of Money Without Borders.

Key responsibilities

• Lead and develop a QA team, conducting coaching, performance reviews and skill‑building initiatives.
• Own operational performance, drive automation, optimise processes and meet KPIs, SLAs and quality targets.
• Manage performance metrics, set OKRs, and create plans for future leadership development.
• Ensure technical excellence in payment defect and exception handling, conduct root‑cause analysis and support audits.
• Collaborate with stakeholders, translate QA data into actionable narratives and hold owners accountable.
• Share expertise, train the team on QA, policy and risk topics, and stay current on regulatory obligations.

Required profile

• 3+ years leading, coaching and managing a technical or analytical QA team (5‑20 members).
• Fluent English with strong written and verbal communication.
• Proven project‑management ability to deliver multiple initiatives on time.
• Commitment to continuous learning in leadership, industry trends and regulatory insights.

Required skills

• Deep knowledge of payments operations – Pay‑In, Pay‑Out, reconciliation and settlement.
• Experience with exception handling, chargebacks, refunds and operational excellence.
• Risk and compliance expertise, ability to interpret policy and make risk‑based decisions.
• Data‑driven trend analysis and ability to present insights to senior leaders.
• Leadership of AI‑enabled automation initiatives within QA processes.