Senior Quality Assurance Analyst
Tide is a UK-founded fintech business financial platform providing banking and financial-management services to small businesses and sole traders.
About Tide
Tide Platform Limited operates Tide, offering business accounts, payments, accounting and tax tools, savings, payroll, and business finance. Tide is FCA-authorised for electronic-money and payment services and is not itself a bank; its business bank accounts are provided through partner banks including ClearBank.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will review customer interactions, escalations, complaints, and operational processes for quality and regulatory compliance. You will identify risks and root causes, analyze trends and performance data, improve scorecards and processes, coach agents, produce QA reports, facilitate onboarding, and lead calibration activities.
Requirements
- 2+ years of Quality Assurance or related experience
- Knowledge of risk, compliance, and sales in financial services
- Knowledge of Consumer Duty and UK FCA regulatory frameworks
- QA testing tools and methodologies
- Financial services sales-process knowledge
- Data analysis and reporting skills
- Google Sheets, Microsoft Office, and Jira proficiency
- Process evaluation and compliance knowledge
Responsibilities
- Review customer interactions, escalations, trends, and complaints for policy and regulatory compliance
- Review and test policies and procedures for fair customer interactions
- Analyze quality metrics and sales performance using data
- Identify risks or breaches and recommend mitigation actions
- Perform root-cause analysis on recurring issues
- Enhance QA scorecards and operational processes
- Deliver coaching sessions and actionable feedback
- Create monthly QA reports for senior stakeholders
- Collaborate on policy and process changes
- Facilitate new-joiner onboarding and probation QA evaluations
- Lead calibration sessions and participate in QA meetings
Benefits
- Self and family health insurance
- Term and life insurance
- OPD benefits
- Mental wellbeing support through Plumm
- WFH setup allowance
- 24 days of annual leave
- Family and friendly leave
- Remote work for up to 90 days per year
