At a glance
- Employment
- Full-time
- Location
- India, Hyderabad · Sofia
About Tide
- 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 and now supports over 2 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 time and money so they can get back to doing what they love.
- Tide facts:
- - Tide is available for UK, Indian, German and French SMEs
- - Over 2 million members across UK and India
About the role
- We are looking for an experienced Quality Lead to support a high performing function across the UK/Europe Member Operations team.
- You will be responsible for the Quality Assurance team ensuring that they are aligned with Tide’s objectives and deliver exceptional support.
- Your work will help build capability across Member Operations, supporting both operational excellence and an outstanding member experience.
Responsibilities
- Develop and execute a QA strategy that supports Tide's business objectives and future growth
- Embed a deeply member-focused mindset across all Quality teams
- Build, develop, and motivate a high-performing support function to exceed KPIs
- Set clear performance metrics, track team performance, and implement strategies to improve productivity and quality
- Develop and implement a robust QA strategy to monitor and evaluate the quality of interactions
- Establish clear quality metrics and an audit schedule to ensure compliance with internal and regulatory standards
- Continuously research, test, and implement innovative QA methodologies, tools, and technologies
- Partner with stakeholders across the business to centralise quality data, integrating information from multiple systems and complaints feedback
- Develop meaningful dashboards and reporting frameworks that provide visibility into process deficiencies, gap analysis, operational performance and business impact
- Build strong relationships across Member Operations and the wider business, collaborating closely with teams including Global Training, Member Support, KYX, Ongoing Monitoring, Collections, Complaints
Requirements
- Proven track record of leading and developing high-performing teams, ideally within customer-facing operations/ regulated industries
- Deep expertise in QA methodologies, driving customer experience and continuous improvement practices, ideally within fintech, financial services, or an equally regulated sector
- Comfortable building business cases and influencing stakeholders to invest in innovative learning solutions
- Strong coaching and leadership skills, with a genuine passion for developing people and helping them succeed
- Strong analytical skills and the ability to leverage data to drive performance
- Experience with business analytics tools like Excel and SQL, and an understanding of KPIs in technology scale-ups
- Outstanding relationship-building, communication, and influencing skills
Preferred qualifications
- Previous experience in an analytical role is advantageous.
Benefits
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Personal L&D budget
- Additional health & dental insurance
- Mental wellbeing platform
- Snacks, light food, drinks in the office
- WFH equipment allowance
- Stock Options
Skills
- Excel
- SQL
