Senior Quality Assurance Analyst - Customer Support

<div class="content-intro"><h3><strong>A</strong><strong>BOUT TIDE</strong></h3> <p>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.</p> <p>Tide is transforming the small business banking market and now supports over 2 million members globally across the UK, India, Germany and France.</p> <p>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.</p> <p><strong>Tide facts:</strong></p> <ul> <li>Tide is available for UK, Indian, German and French SMEs</li> <li>Over 2 million members: 900,000 UK and 1,100,000 in India and growing rapidly</li> <li>Over $300 million raised in funding</li> <li>Over 2,800 Tideans globally</li> <li>Recognised with Great Place to Work certification three years in a row, and among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026</li> <li>We have offices in Central London, with a member support and technology centre in Sofia, Bulgaria, technology centres in Serbia, Romania, Lithuania and Hyderabad and offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg</li> </ul></div><h3>ABOUT THE ROLE</h3> <p>The main goal of the Quality Analyst would be to monitor the interactions handled by the agents based on pre-defined parameters, to identify opportunities for improvement, and to perform root cause analysis.</p> <p>As a Senior Quality Assurance Analyst you’ll be:</p> <ul> <li>Monitoring consultants’ phone calls and written communication using allocated systems to capture their effectiveness at service delivery</li> <li>Conducting effective skills-transfer sessions to improve teams’ understanding and performance of customer centric metrics</li> <li>Providing feedback to the associates</li> <li>Generating QA reports</li> <li>Achieving the sampling plan target that was given</li> <li>Completing all given tasks within the time specified</li> <li>Working closely with the peers to implement quality strategies and drive overall project’s performance</li> <li>Following the hierarchy structure for escalation of any issues related to work</li> <li>Adhering to the rules of the company and&nbsp;non disclosure agreement</li> <li>Training/Coaching consultants on Quality parameters and requirements</li> <li>Developing trust and professional rapport with employees.</li> </ul> <h3>WHAT WE ARE LOOKING FOR</h3> <ul> <li>You have adept command of the English language, both written and verbal - C1/C2 level</li> <li>You are customer oriented in managing communications and issues</li> <li>You have excellent communication skills, a positive goal-oriented attitude and be able to multitask</li> <li>You have ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices</li> <li>You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch</li> <li>You have developed reporting skills, ability to work with G suite</li> </ul> <h3>WHAT YOU’LL GET IN RETURN</h3> <ul> <li>24 days paid annual leave&nbsp;</li> <li>3 paid days off for volunteering or L&amp;D activities</li> <li>Extended maternity and paternity leave covered by the company</li> <li>Personal L&amp;D budget</li> <li>Additional health &amp; dental insurance</li> <li>Mental wellbeing platform&nbsp;</li> <li>Snacks, light food, drinks in the office</li> <li>WFH equipment allowance</li> </ul><div class="content-conclusion"><h3>TIDE IS A PLACE FOR EVERYONE</h3> <p>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 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.&nbsp;</p> <p>We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.</p> <p>&nbsp;</p> <p><em>At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.</em></p> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><strong>Disclaimer</strong></div> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><em>It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:</em></div> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>Tide does&nbsp;<strong data-stringify-type="bold">not</strong>&nbsp;charge any fees at any stage of the recruitment process.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>All official Tide job opportunities are listed exclusively on our&nbsp;<a href="https://www.tide.co/careers/" target="_blank"><strong data-stringify-type="bold">Careers Page</strong></a>&nbsp;and applications should be submitted through this channel.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>Communication from Tide will only come from an official&nbsp;<strong data-stringify-type="bold">@tide</strong><strong data-stringify-type="bold">.co</strong>&nbsp;email address.</em></li> <li style="font-style: italic;" data-stringify-indent="0" data-stringify-border="0"><em>Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.</em></li> </ul> <p><em>If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at <a href="mailto:talent@tide.co" target="_blank">talent@tide.co</a><br>Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.</em></p> <p>&nbsp;</p> <p><em><em data-stringify-type="italic">Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our <a href="https://assets.ctfassets.net/3h69mkdgxn20/5MFtWSdG8YLKq3jZkK52NY/3f18633073e6cdbd03bba4b9791c64f4/Using_AI_throughout_the_Hiring_Process.pdf" target="_blank">AI Policy</a>.</em></em></p> <p><em><em data-stringify-type="italic">Your personal data will be processed by Tide for recruitment purposes and in accordance with </em><em data-stringify-type="italic"><a class="c-link" href="https://assets.ctfassets.net/3h69mkdgxn20/4TE0uAE3SXomATDVneocNA/aa31893960b4064dd406ad15d029dcd3/Recruitment_Privacy_Notice.pdf" target="_blank" data-stringify-link="https://assets.ctfassets.net/3h69mkdgxn20/1MYf6q4ZMWugpeaROVETBN/526e9c160a2de03576413c81657c6466/Recruitment_Privacy_Notice__Final_Draft__Sep_2024_.pdf" data-sk="tooltip_parent">Tide's Recruitment Privacy Notice</a></em><em data-stringify-type="italic">.</em></em></p></div>