Senior Quality Assurance Analyst

ABOUT TIDE

At Tide we help SMEs save time (and money) in the running of their businesses by not only offering business accounts and related banking services, but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market with over 1.8 million members globally across the UK, India, Germany and France.

Using advanced technology, all solutions are designed with SMEs in mind. With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to serve our mission: to help SMEs save both time (and money) so they can get back to doing what they love.

Tide facts:

• Tide is available for UK, Indian, German and French SMEs

• Over 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly

• Over $300 million raised in funding

• Over 2,500 Tideans globally - we’re diversity champions!

• We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram and New Delhi, and in Berlin, Paris and Luxembourg.

ABOUT THE TEAM:

As a Senior Quality Assurance (QA) Analyst at Tide, you will play an important role in our first line of defense team ensuring both compliance and enhancing the sales performance of our products. Your expertise in risk management and compliance will help ensure that controls and policies are in place to mitigate risks, safeguarding our members and Business. A natural investigator, you will dive into cases to uncover root causes of defects, identify trends, and develop data-driven solutions.

Your focus will be on reviewing and analyzing customer interactions, escalated cases, and operational processes across the UK, India, and Germany. By leveraging root cause and trend analyses, you will deliver actionable insights and recommendations to management and key stakeholders. These insights will aim to enhance customer outcomes, reduce risks, and ensure adherence to regulatory standards.

ABOUT THE ROLE:

Consumer Duty & Compliance:

• Understand Consumer Duty initiatives by ensuring QA activities promote fairness, transparency, and positive customer outcomes.

• Review and test policies and procedures to confirm their effectiveness in ensuring consistent and fair customer interactions.

Quality Assurance & Monitoring:

• Conduct quality reviews of customer interactions, escalations, trends, and complaints to ensure alignment with company policies, regulatory standards (including Consumer Duty), and customer satisfaction.

• Use data-driven insights to analyze quality metrics and sales performance.

• Monitor agent interactions to identify recurring issues, ensuring compliance with financial regulations and promoting fair treatment.

Risk Management & Process Improvement:

• Identify potential risks or breaches and provide actionable solutions to mitigate regulatory or reputational issues.

• Perform root cause analysis to address recurring issues and trends in customer interactions, enhancing quality and improving processes.

• Enhance QA scorecards to drive performance improvements and better outcomes.

Coaching & Feedback:

• Deliver coaching sessions and actionable feedback to improve agent performance.

• Identify learning gaps and process inefficiencies, providing recommendations to address negative trends.

Reporting & Stakeholder Communication:

• Create and deliver detailed monthly QA reports for senior stakeholders, highlighting team data, insights, risks, and recommendations for improvements.

• Collaborate with internal teams to implement policy and process changes based on QA evaluations.

Additional Responsibilities:

• Facilitate new joiner onboarding and oversee QA evaluations during new team members' probation periods.

• Lead calibration sessions and participate in QA meetings with second-line teams to implement actions that mitigate risk.

• Strong communication and writing skills are essential for presenting findings, preparing reports, and creating training materials and sales scripts.

WHAT WE ARE LOOKING FOR:

Experience & Knowledge:

• A minimum of 2+ years of experience in Quality Assurance (QA) or a related role.

• Expertise in QA responsibilities, with a solid understanding of risk, compliance, and sales within financial services.

• Knowledge of Consumer Duty and FCA regulatory frameworks in the UK.

• Familiarity with QA testing tools and methodologies.

• Comprehensive knowledge of financial services sales processes.

Skills & Competencies:

• Strong communication skills, with the ability to present insights and recommendations to stakeholders at all levels.

• Exceptional problem-solving and decision-making abilities, with a proactive and detail-oriented mindset.

• Expertise in enhancing QA scorecards to improve overall performance.

• Ability to analyze data and generate insights that drive continuous improvement.

• Excellent presentation skills to clearly communicate findings and recommendations.

• Skilled in providing coaching and feedback to support a high-performing sales team.

Technical Proficiency:

• Proficiency in Google Sheets, Microsoft Office, and Jira.

• Familiarity with Looker is a plus (but not essential).

Cultural & Collaborative Fit:

• Strong understanding of risks associated with sales in regulated industries in the UK.

• Ability to evaluate and refine processes for compliance and operational efficiency.

• Experience collaborating with internal teams to implement automation and improve performance.

• Comfortable working in a fast-paced, target-driven environment.

• Ability to work across different teams, including Risk and Compliance, ensuring alignment with policies and regulations.

Additional Attributes:

• Self-motivated, proactive, and a strong analytical thinker.

• Strong time management skills and multitasking abilities.

• Able to understand local regulatory standards and cultural nuances.

WHAT YOU’LL GET IN RETURN:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their home country. Additionally, you can work from a different country for 90 days of the year. Plus, you’ll get:

• Flexible working options

• Group Life Insurance

• 27 days holiday

• 3 days for L&D or volunteering time off per year

• We invest in your development with a professional L&D budget per year

• Snacks, light food, drinks in the office

• Enhanced family-friendly leave

• Sabbatical leave

TIDEAN WAYS OF WORKING

At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.

While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

Disclaimer

It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.

• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.

• Communication from Tide will only come from an official @tide.co email address.

• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected]
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

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