At IDnow, we believe innovation is finding solutions to problems that don't yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.

Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.

We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

The main responsibility of the Quality Management Specialist role is ensuring the consistent delivery of high-quality service by our Ident Centers partners through structured Quality Assurance processes. This includes monitoring performance, evaluating adherence to standards, and identifying areas for improvement to maintain service excellence across all locations.

Strong communication skills in English, both written and spoken, are essential, as the role involves working within a large, international team and regularly reporting quality issues and insights. The specialist must be detail-oriented, analytical, and proactive in identifying trends, supporting improvements, and driving a culture of continuous quality enhancement.

Key Responsibilities

This role works closely with and is expected to have a strong working relationship with internal teams across the department, particularly operations, training, and team leads.

• Quality Assessments: Perform regular quality checks to ensure products and services meet established standards. Document findings and recommend improvements to enhance overall quality.
• Performance Analysis: Analyze key performance indicators (KPIs) to assess operational efficiency. Collect and interpret data to generate reports and identify trends that impact performance.
• Feedback Delivery: Provide timely and constructive feedback to team members and stakeholders. Conduct performance reviews and offer guidance to support continuous improvement.
• Issue Reporting: Identify, document, and report operational issues. Investigate root causes, compile detailed reports, and communicate findings to relevant stakeholders for prompt resolution.
• Partner Communication: Maintain effective communication with partners to ensure smooth collaboration. Provide regular updates, address concerns, and coordinate efforts to achieve mutual goals.
• Process Improvement: Evaluate and improve processes to enhance efficiency. Identify inefficiencies, propose improvements, and monitor the impact of changes to streamline operations.
• Training Support: Support training programs by developing materials. Evaluate training effectiveness to ensure team members have the necessary skills and knowledge.
• Trend Monitoring: Stay informed about industry trends and best practices. Conduct research and analyze market data to identify opportunities for innovation and stay competitive.
• Standards Enforcement: Ensure operations adhere to established standards and regulations. Conduct audits, monitor compliance, and implement corrective actions to maintain high standards.
• User Experience: Enhance user experience by understanding user needs and preferences. Gather feedback, conduct user testing, and implement improvements to ensure products and services meet user expectations.

Preferred Experience

• High School degree or higher
• Experience in KYC (Know Your Customer) industry and products
• Basic Excel & Word skills
• Value excellence in all aspects of your work
• Communication: clearly conveys information in both written and spoken form
• Self-motivation: works independently with initiative and minimal supervision
• Teamwork: collaborates effectively with colleagues to achieve shared goals
• Research: gathers and evaluates information to support quality decisions
• Problem solving: identifies issues and proposes practical, data-driven solutions
• Responsibility: takes ownership of tasks and follows through reliably
• Basic leadership: guides others when needed and sets positive example Demonstratable Behaviors Connected to our Company Values
• Team player, inclusive and respectful in diverse atmospheres
• Active curiosity and willing to try and learn new things
• Trustworthy and accountable
• Fluent in English (C1 or higher). Additional languages are a plus

Perks & Benefits

• 30 RON/day meal tickets
• Private medical insurance
• Free coffee/fruits at the office
• Opportunities to grow in different directions
• Extra paid days of vacation depending on seniority
• Corporate events

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.