Senior Quality Assurance Analyst
India, Delhi NCR · Delhi · 2+ years experience · Full-time · Remote · Posted Sep 28, 2026
At a glance
- Experience
- 2+ years experience
- Employment
- Full-time
- Workplace
- Remote
- Location
- India, Delhi NCR · Delhi
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
- The Senior Quality Assurance Analyst at Tide acts as a first line of defense, ensuring compliance and enhancing sales performance across UK, India, and Germany. This role involves conducting root cause analysis, monitoring customer interactions, and providing actionable insights to stakeholders to mitigate risks and improve operational processes.
Responsibilities
- Conduct quality reviews of customer interactions, escalations, trends, and complaints.
- Analyze quality metrics and sales performance using data-driven insights.
- Monitor agent interactions to ensure compliance with financial regulations and Consumer Duty.
- Perform root cause analysis to address recurring issues and improve processes.
- Enhance QA scorecards to drive performance improvements.
- Deliver coaching sessions and actionable feedback to improve agent performance.
- Create and deliver detailed monthly QA reports for senior stakeholders.
- Facilitate new joiner onboarding and oversee QA evaluations during probation periods.
- Lead calibration sessions and participate in QA meetings with second-line teams.
- Review and test policies and procedures to confirm effectiveness in ensuring fair customer interactions.
Requirements
- Minimum of 2+ years of experience in Quality Assurance (QA) or a related role.
- 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.
- Proficiency in Google Sheets, Microsoft Office, and Jira.
- Strong communication and writing skills for presenting findings and creating training materials.
- Ability to understand local regulatory standards and cultural nuances.
Preferred qualifications
- Familiarity with Looker
Benefits
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 24 days Annual leaves
- Family & Friendly Leaves
Workplace
- Flexible workplace model supporting both in-person and remote work.
- WOO policy allows remote work for up to 90 days a year.
Skills
- Quality Assurance
- Risk Management
- Compliance
- Root Cause Analysis
- Google Sheets
- Microsoft Office
- Jira
- Looker
- Coaching
- Reporting
