ABOUT US

We’re the world’s leading provider of secure financial messaging services, headquartered in Belgium. We are the way the world moves value – across borders, through cities and overseas. No other organisation can address the scale, precision, pace and trust that this demands, and we’re proud to support the global economy. 

We’re unique too. We were established to find a better way for the global financial community to move value – a reliable, safe and secure approach that the community can trust, completely. We’re always striving to be better and are constantly evolving in an ever-changing landscape, without undermining that trust. Five decades on, our vibrant community reflects the complexity and diversity of the financial ecosystem. We innovate diligently, test exhaustively, then implement fast. In a connected and exciting era, our mission has never been more relevant. Swift now has a presence in 200+ countries and legal territories to serve a community of more than 12,000 banks and financial institutions.   

As a Lead Quality Management Specialist, you will be responsible for establishing and maintaining a structured Quality Management Framework to enhance the quality of support and service management. You will define quality standards, implement monitoring tools, and drive continuous improvements across teams. Over time, your role will expand to include broader Quality Management System (QMS) initiatives, ensuring alignment with industry standards and regulatory requirements. This role offers the opportunity to work cross-functionally, coach teams, and influence a culture of quality excellence.

What to Expect?

Develop & Implement a Quality Management Framework

Design and implement structured quality assessment processes for support and service management.Define key quality standards, metrics, and processes for case handling, escalation management and service managementEnsure alignment with customer expectations and organizational objectives while laying the groundwork for future QMS initiatives.

Quality Assessment & Monitoring

Establish evaluation tools (e.g., scorecards, dashboards) to monitor case accuracy, compliance, timeliness, and customer satisfaction.Analyze quality performance trends, identify recurring gaps, and provide actionable insights for improvement.Prepare periodic reports for leadership , highlighting quality insights and actionable recommendations.

Coaching & Team Development

Provide feedback and coaching to Support Engineers and Service Managers based on case, service meeting evaluations.Collaborate with team leads to develop training programs focused on improving case quality and service deliveryConduct workshops and best practice sharing sessions to enhance overall service quality.

Continuous Improvement & Process Optimization

Implement a continuous improvement framework (e.g., Plan-Do-Check-Act) to optimize case handling and service management processes.Work cross-functionally to identify and address inefficiencies, bottlenecks, or systemic issues affecting quality.Update playbooks, knowledge bases, and workflows to incorporate best practices.

 

Expand into a Quality Management System (QMS) Role

Gradually expand focus to include the implementation and oversight of a Quality Management System (QMS).Lead or participate in QMS audits and ensure compliance with industry regulations.Align quality objectives with long-term business strategy and organizational goals.

     

Drive a Culture of Quality Excellence

Promote accountability and continuous improvement recognize high performance in quality initiatives.Act as a champion for quality and driving engagement fostering collaboration across teams and stakeholders.Encourage open communication and feedback to continuously refine quality processes.

What Will Make You Successful in This Role?

Strong experience in quality management and process optimization within a support or service delivery environment.Ability to analyze data, identify trends, and provide actionable insights to drive improvements.Proven track record in coaching, mentoring, and developing teams to enhance service quality.Experience with continuous improvement methodologies (e.g., PDCA, Lean, Six Sigma).Knowledge of Quality Management Systems (QMS) and regulatory compliance requirements.Strong stakeholder management and ability to collaborate cross-functionally.Passion for fostering a culture of excellence, accountability, and customer-centric service.

What we offer

We put you in control of career

We give you a competitive package

We help you perform at your best

We help you make a difference

We give you the freedom to be yourself

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone’s voice counts and where you can reach your full potential.

If you believe you require a reasonable accommodation to participate in the job application or interview process, please contact us to request accommodation.

Don’t meet every single requirement? At Swift, we are dedicated to building a workplace where people can bring their full selves and ideas to the team, so if you are excited about this role, we encourage you to apply even if you do not meet every single qualification.