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Tide is a fintech platform serving over 2 million SMEs globally across the UK, India, Germany, and France. The company offers business accounts, banking services, and administrative solutions (invoicing, accounting) designed to help small businesses save time and money. Tide has raised over $300 million in funding and operates offices across Central London, Sofia, Serbia, Romania, Lithuania, Hyderabad, Gurugram, New Delhi, Berlin, Paris, and Luxembourg.
You will lead the Quality Assurance function for the UK/Europe Member Operations team, responsible for building and managing a high-performing QA team aligned with Tide's objectives and delivering exceptional member support. This is a key leadership role in a fast-scaling environment where you'll shape how quality is managed and drive member experience improvements.
Key Responsibilities:
Strategy & Member-Centric Culture: Develop and execute a QA strategy supporting Tide's business objectives and growth. Embed a member-focused mindset across all Quality teams. Drive clear connections between quality assurance, staff capability, risk, product improvements, and improved member and business outcomes.
Team Leadership: Build, develop, and motivate a high-performing support function to exceed KPIs. Set clear performance metrics, track team performance, and implement strategies to improve productivity and quality. Work closely with cross-functional teams to ensure alignment. Foster a member-centric culture within your teams.
Quality Assurance Strategy: Develop and implement robust QA strategy to monitor and evaluate interaction quality. Establish clear quality metrics and audit schedules to ensure compliance with internal and regulatory standards. Provide actionable feedback to team leaders to drive performance improvement. Analyse QA data to identify systemic issues and trends, implementing preventative solutions.
QA Innovation: Continuously research, test, and implement innovative QA methodologies, tools, and technologies, moving beyond traditional process adherence to create meaningful impact on member experience.
Performance & Operational Excellence: Establish clear performance metrics for the QA function, regularly assess effectiveness, and drive continuous improvement. Use data-driven insights to enhance productivity, optimise capacity planning, and ensure Quality interventions deliver measurable business impact.
Data, Analytics & Insight: Partner with stakeholders to centralise quality data, integrating information from multiple systems and complaints feedback. Develop meaningful dashboards and reporting frameworks providing visibility into process deficiencies, gap analysis, operational performance, and business impact. Leverage data and analytics to identify trends, optimise processes, and inform decision-making.
Cross-Functional Partnership: Build strong relationships across Member Operations and the wider business, collaborating with Global Training, Member Support, KYX, Ongoing Monitoring, Collections, and Complaints teams. Align learning priorities with business needs and drive shared success through effective partnership and stakeholder management.
Requirements:
- Proven track record of leading and developing high-performing teams, ideally within customer-facing operations or regulated industries
- Deep expertise in QA methodologies, driving customer experience and continuous improvement practices, ideally within fintech, financial services, or an equally regulated sector
- Comfortable building business cases and influencing stakeholders to invest in innovative solutions
- Strong coaching and leadership skills with genuine passion for developing people
- Ability to set strategy and vision and motivate teams to execute it
- Creative thinking with ability to identify problems and come up with rapid solutions
- Ability to thrive in a scaling organisation where processes are evolving and change is constant
- Strong analytical skills and ability to leverage data to drive performance
- Experience with business analytics tools like Excel and SQL, and understanding of KPIs in technology scale-ups
- Outstanding relationship-building, communication, and influencing skills
- Ability to build credibility quickly and effectively manage stakeholders across multiple functions and levels of seniority
- Strong understanding of the small business market and challenges faced by entrepreneurs, with genuine passion for helping SMEs succeed
