SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Tide is a fintech platform transforming small business banking across the UK, India, Germany, and France. With over 2 million members and $300M+ in funding, Tide offers business accounts, invoicing, accounting, and administrative solutions designed for SMEs.
As Quality Assurance Lead, you will manage and develop a high-performing QA team supporting Tide's UK/Europe Member Operations function. This is a strategic leadership role where you'll shape quality standards, drive operational excellence, and directly impact member experience across a rapidly scaling organization.
Key responsibilities include:
**Strategy & Culture**: Develop and execute a QA strategy aligned with Tide's business objectives. Embed a member-centric mindset across quality teams and drive connections between QA, staff capability, risk, product improvements, and business outcomes.
**Team Leadership**: Build, develop, and motivate a high-performing QA function. Set clear performance metrics, track team performance, implement productivity and quality improvement strategies, and foster a member-centric culture.
**QA Strategy & Execution**: Develop and implement robust QA frameworks to monitor interaction quality. Establish quality metrics and audit schedules ensuring compliance with internal and regulatory standards. Provide actionable feedback to drive performance improvement and close knowledge gaps. Analyze QA data to identify systemic issues and implement preventative solutions.
**Innovation**: Research, test, and implement innovative QA methodologies and technologies that move beyond traditional process adherence to create meaningful member experience impact.
**Performance & Analytics**: Establish clear performance metrics for the QA function and drive continuous improvement. Use data-driven insights to enhance productivity and optimize capacity planning. Partner with stakeholders to centralize quality data from multiple systems and complaints feedback. Develop meaningful dashboards and reporting frameworks providing visibility into process deficiencies, operational performance, and business impact.
**Cross-Functional Collaboration**: Build strong relationships across Member Operations and the wider business, collaborating with teams to ensure alignment and achieve shared goals.
You'll work in a fast-evolving environment where agility and adaptability are essential. The role requires strong QA experience, a people-first mindset, and the ability to influence across functions.
