At a Glance
- Tasks: Ensure compliance and enhance sales performance through quality assurance and risk management.
- Company: Join Tide, a leading FinTech transforming small business banking for over 1.8 million members.
- Benefits: Enjoy flexible working, 27 days holiday, and a professional development budget.
- Other info: Be part of a diverse team that values innovation and collaboration.
- Why this job: Make a real impact on SMEs while developing your skills in a dynamic environment.
- Qualifications: 2+ years in QA with knowledge of financial services and compliance.
The predicted salary is between 50000 - 60000 £ per year.
At Tide, we help SMEs save time (and money) in the running of their businesses by offering business accounts and related banking services, as well as 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.
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.
- 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.
- 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.
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.
- 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.
- 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.
- Additional Attributes: Self-motivated, proactive, and a strong analytical thinker. Strong time management skills and multitasking abilities.
WHAT YOU’LL GET IN RETURN:
- Flexible working options
- Group Life Insurance
- 27 days holiday
- 3 days for L&D or volunteering time off per year
- 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. 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 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.
Senior QA Analyst: Compliance & Risk for FinTech in London employer: Tide
At Tide, we pride ourselves on being an exceptional employer that champions flexibility and inclusivity, making it an ideal workplace for a Senior QA Analyst. With a strong focus on employee development, our culture encourages collaboration and innovation, while offering generous benefits such as 27 days of holiday, professional learning budgets, and the opportunity to work remotely or from different countries. Join us in our mission to empower SMEs and enjoy a supportive environment where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Senior QA Analyst: Compliance & Risk for FinTech in London
✨Tip Number 1
Network like a pro! Connect with people in the FinTech space, especially those at Tide. Attend industry events or webinars, and don’t be shy to reach out on LinkedIn. A friendly message can go a long way!
✨Tip Number 2
Prepare for interviews by diving deep into Tide’s mission and values. Understand how your skills in QA and compliance can directly impact their goals. Tailor your responses to show you’re not just a fit for the role, but for the company culture too.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss past experiences where you identified risks or improved processes. Use data-driven examples to highlight your analytical mindset – it’s what they’re looking for!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and how you can contribute to Tide’s success can leave a lasting impression. Plus, it shows you’re proactive!
We think you need these skills to ace Senior QA Analyst: Compliance & Risk for FinTech in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior QA Analyst role. Highlight your experience in compliance, risk management, and quality assurance, as these are key areas for us at Tide.
Showcase Your Skills:Don’t forget to mention your technical skills, especially with tools like Google Sheets and Jira. We love seeing how you can leverage data-driven insights to improve processes and outcomes.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language to communicate your experiences and achievements, making it easy for us to see how you fit into our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Tide
✨Know Your Compliance Inside Out
Before the interview, brush up on your knowledge of Consumer Duty and FCA regulatory frameworks. Be ready to discuss how these regulations impact quality assurance in financial services, as this will show your understanding of the role's compliance aspects.
✨Showcase Your Analytical Skills
Prepare examples of how you've used data-driven insights to improve processes or solve problems in previous roles. Highlight specific instances where your analysis led to actionable recommendations, as this aligns perfectly with what Tide is looking for.
✨Practice Your Communication
Since strong communication skills are essential, practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend or using online platforms to refine your presentation skills, especially when discussing complex topics like risk management.
✨Be Ready to Discuss Coaching Experiences
Think about times you've delivered coaching or feedback to colleagues. Prepare to share how you identified learning gaps and helped improve performance, as this will demonstrate your ability to enhance team outcomes, which is crucial for the Senior QA Analyst role.
