Job Description

Who are Tide:

At Tide, we\'re on a mission to save businesses time and money. We\'re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We\'re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

About you

As a Member Support (MS) QA, at Tide, your team will be responsible for checking if all the MS analysts are following all the correct processes and procedures. You will be reviewing and scoring a certain percentage of all cases actioned by the MS team. You will be responsible for developing, maintaining & improving the QA scorecard and making sure our analysts are following all internal processes and procedures, as well as external regulations, if any.

You will perform QA calibration sessions with the MS manager and all TLs to analyze the performance of the team. The outcome of these calibrations is to identify procedural gaps, as well as team and personal trends that can be improved. You will collaborate with the training team to perform regular in-depth training needs analysis and identify opportunities for additional courses. You will also focus on the individual learning gaps of each analyst. You will conduct individual feedback sessions for each analyst to help them improve their knowledge.

Some of the things you\'ll be doing:

• Monitoring the cases actioned by MS analysts to ensure proper adherence to policies and procedures
• Improving the QA scorecards constantly to capture all new processes and procedures
• Having experience in Identifying process improvements and learning gaps
• Leading calibration sessions, discussing the scorecards with MS TLs and MS Manager
• Having knowledge of latest trends in the market
• Identifying process improvements and learning gaps
• Spotting negative individual and team trends
• Preparing recommendations to improve the negative trends
• Working on developing procedures

You\'ll be a great fit if:

• You have 2+ years of experience in QA in the member support space
• You have to evaluate and where necessary improve processes in accordance with our policies to ensure that we meet standards whilst building efficiency where possible
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• You have to work with Product Owners to build automation and system improvements
• You have to work closely with our second line of defense (Risk and Compliance) to ensure we meet policies and regulatory requirements
• You have excellent verbal, written and interpersonal communication skills
• You have excellent problem-solving skills and keen attention to details
• You have excellent monitoring & feedback skills
• You are a self-motivator and self-starter;
• You have exceptional listening and analytical skills;
• You have excellent knowledge of banking laws & regulation
• You are able to build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates
• You have solid time management skills
• You are able to effectively deal with people at all levels inside and outside of the Company;
• You have creative ability & writing proficiency;
• You have excellent presentation skills
• You are proficient with Microsoft Office (intermediate Word, basic Excel);
• You have the ability to multitask and successfully operate in a fast paced, team environment;
• You have knowledge of quality assurance testing tools
• You use data and generate statistical insights that amplify the probability of a more accurate final product

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 assigned Indian state. Additionally, you can work from a different country or Indian state for 90 days of the year. Plus, you\'ll get:

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities

Tidean Ways of Working

At Tide, we\'re Member First and Data Driven, but above all, we\'re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

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, neurodiversity status or disability status. We believe it\'s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone\'s voice is heard.

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