At a Glance
- Tasks: Ensure quality and compliance in our products while enhancing sales performance.
- Company: Join Tide, a leading fintech transforming small business banking.
- Benefits: Flexible working, 27 days holiday, professional development budget, and more.
- Other info: Diverse team culture with excellent career growth opportunities.
- Why this job: Make a real impact on SMEs while growing your career in a dynamic environment.
- Qualifications: 2+ years in Quality Assurance with strong communication and analytical skills.
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 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.
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.
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:
- 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 status, 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.
Senior Quality Assurance Analyst 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 Quality Assurance 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 vibrant Central London office, where you can thrive in a diverse environment dedicated to supporting SMEs and enhancing customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Quality Assurance Analyst
✨Tip Number 1
Network like a pro! Reach out to current or former Tideans on LinkedIn and ask about their experiences. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Tide's mission and values. Show us how your skills in QA and compliance align with our goal of helping SMEs save time and money.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss real-life scenarios where you've identified risks or improved processes. We love seeing how you tackle challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Tide team!
We think you need these skills to ace Senior Quality Assurance Analyst
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Quality Assurance Analyst role. Highlight your experience in QA, risk management, and compliance, and show us how your skills align with our mission at Tide.
Showcase Your Problem-Solving Skills:We love a good investigator! In your application, share examples of how you've tackled challenges in previous roles. This will help us see your analytical mindset and how you can contribute to enhancing our processes.
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts logically. We appreciate well-organised applications that make it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it helps us keep everything organised on our end.
How to prepare for a job interview at Tide
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of Quality Assurance principles, especially in the context of financial services. Familiarise yourself with Consumer Duty and FCA regulations, as these are crucial for the role at Tide.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've used data-driven insights to improve processes or solve problems. Highlight your experience with root cause analysis and how it has led to actionable recommendations in previous roles.
✨Communicate Clearly
Strong communication skills are essential for this position. Practice articulating your thoughts clearly and concisely, especially when discussing complex topics like compliance and risk management. Consider preparing a few key points to convey your insights effectively.
✨Engage with the Team Spirit
Tide values collaboration and diversity, so be ready to demonstrate how you work well in teams. Share experiences where you've successfully collaborated with others to achieve common goals, and express your enthusiasm for contributing to a positive team culture.
