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Tide is a fintech platform serving SMEs across the UK, India, Germany, and France, offering business banking and administrative solutions (invoicing, accounting). With over 2 million members and $300M+ in funding, Tide is transforming small business banking.
As a Senior Quality Assurance Analyst, you will be a key member of the first-line defense team, ensuring compliance and enhancing sales performance. You will review and analyze customer interactions, escalated cases, and operational processes across the UK, India, and Germany, leveraging root cause and trend analyses to deliver actionable insights to management and stakeholders.
Key Responsibilities:
- Conduct quality reviews of customer interactions, escalations, trends, and complaints to ensure alignment with company policies, regulatory standards (including Consumer Duty), and customer satisfaction
- Understand and implement Consumer Duty initiatives to ensure fairness, transparency, and positive customer outcomes
- Use data-driven insights to analyze quality metrics and sales performance
- Monitor agent interactions to identify recurring issues and ensure compliance with financial regulations
- Perform root cause analysis to address recurring issues and trends, enhancing quality and improving processes
- Identify potential risks or breaches and provide actionable solutions to mitigate regulatory or reputational issues
- Enhance QA scorecards to drive performance improvements
- Deliver coaching sessions and actionable feedback to improve agent performance
- Create and deliver detailed monthly QA reports for senior stakeholders, highlighting team data, insights, risks, and recommendations
- Facilitate new joiner onboarding and oversee QA evaluations during probation periods
- Lead calibration sessions and participate in QA meetings with second-line teams
- Collaborate with internal teams (Risk, Compliance) to implement policy and process changes
Requirements:
- Minimum 2+ years of experience in Quality Assurance or a related role
- Expertise in QA responsibilities with 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
- Strong communication skills with ability to present insights to stakeholders at all levels
- Exceptional problem-solving and decision-making abilities with proactive, detail-oriented mindset
- Expertise in enhancing QA scorecards
- Ability to analyze data and generate insights for continuous improvement
- Excellent presentation skills
- Skilled in providing coaching and feedback
- Proficiency in Google Sheets, Microsoft Office, and Jira
- Familiarity with Looker is a plus
- 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
- Comfortable in fast-paced, target-driven environment
- Self-motivated, proactive, strong analytical thinker
- Strong time management and multitasking abilities
- Able to understand local regulatory standards and cultural nuances
