Quality Assurance Analyst OM (Non-Technical)

1 Day ago • 2 Years +

Job Summary

Job Description

As an Ongoing Monitoring (OM) QA at Tide, you will be responsible for ensuring OM analysts adhere to correct processes and procedures. You will review and score a percentage of cases handled by the OM team, develop and improve the QA scorecard, and conduct calibration sessions. You will identify procedural gaps and collaborate with the training team for regular training needs analysis. The role involves individual feedback sessions to help analysts improve their knowledge. The job includes identifying process improvements and learning gaps, monitoring cases, and preparing recommendations. The candidate will also work with Product Owners and second line of defence (Risk and Compliance) to ensure policies and requirements are met.
Must have:
  • 2+ years of experience in QA in the OM space
  • Strong understanding of CDD and EDD processes
  • Knowledge of watchlists, sanctions & PEP, adverse media
  • Excellent verbal, written and interpersonal communication skills
  • Excellent problem-solving skills and keen attention to details
Perks:
  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • 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

Job Details

ABOUT TIDE

At Tide, we are building a business management  platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.


Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.


Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE ROLE:

As an Ongoing Monitoring (OM) QA, at Tide, you will be responsible for checking if all the OM analysts are following all the correct processes and procedures. You will be reviewing and scoring a certain percentage of all cases actioned by the OM 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 OM manager and all TLs to analyse 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 OM analysts to ensure proper adherence to policies and procedures
  • Improving the QA scorecards constantly to capture all new processes and procedures 
  • Experience in Identifying process improvements and learning gaps
  • Leading calibration sessions, discussing the scorecards with OM TLs and OM Manager 
  • 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 

WHAT WE ARE LOOKING FOR:

  • You have 2+ years of experience in QA in the OM space 
  • You have strong understanding and experience of CDD and EDD processes, AML controls and tools in Indian context
  • You have knowledge of watchlists, sanctions & PEP, adverse media 
  • You 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 work with Product Owners to build automation and system improvements
  • You work closely with our second line of defence (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 should be 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 must be 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 should have knowledge of quality assurance testing tools
  • You should use data and generate statistical insights that amplify the probability of a more accurate final product

WHAT YOU'LL GET IN RETURN:

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • 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

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 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. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

 

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.

 

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

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About The Company

Tide is the leading provider of UK small business (SMEs) accounts and one of the fastest-growing fintechs in the UK. Tide is live in the UK and India with over 650,000 members in the UK and more than 350,000 in India.


Tide is transforming the small business banking market. Our platform not only offers business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses, such as full integration with accounting systems (live for our UK members, many are live in India, and coming soon to Germany). 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 help SMEs save both time and money.

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