Easy to get terminated - Customer Service Associate Wise Employee Review

Thank you for taking the time to write a review and for sharing your feedback - we'll make sure we pass this on to the relevant teams. We're truly sorry to hear that you didn’t have a good experience at Wise, particularly around the QA process for agents. At Wise, we believe in building a culture of continuous growth and learning. It starts with our onboarding process. Everyone attends our company onboarding program, followed by function specific onboarding and training. We regularly revise and iterate these programs based on feedback and best practice to ensure they are designed to support Wisers to perform their roles successfully. Our goal is to help our customers as quickly as possible when they need assistance and setting KPIs helps ensure we’re able to meet this goal and identify gaps where we may need to invest in the future. Implementing KPIs aims to provide clear expectations and support, helping team members align their efforts with our overall goals. We believe that a well-structured performance management framework not only aids individual growth but also enhances teamwork and collaboration. These KPIs are designed to not be burdensome but to guide and support, paving the way for personal development and improved outcomes. For our QA team, these metrics are crucial in ensuring we consistently deliver top-notch service, ultimately enhancing our customers' experiences and mitigating risk. We're committed to refining these processes and welcome further discussion to ensure they serve everyone effectively. I do hope you were able to pass on your feedback before you left. If you're up for sharing more, we’d be keen to understand more about your experiences so that we can improve this for Wisers in the future. Please drop us an email to employerbrand@wise.com and I can connect you with the relevant person. Nicola