Quality Assurance Team Lead (Non-Technical)

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 Quality Assurance Team Lead at Tide for India business, you will be managing and leading a team of Quality analysts across operational processes like KYC, Ongoing Monitoring, Member Support and Member Success team. This includes managing their day-to-day activity and taking responsibility for their personal development, whilst managing the overall workload of the team. You will also provide management Information to the senior management where necessary.

You would be working on the optimization of processes including working on new ideas, solutions and partnerships. You need to ensure proper daily/weekly/monthly reporting and QA calibration sessions with the TLs/ managers of the respective teams. The outcome of these calibrations would be to identify procedural gaps as well as team and personal trends that can be improved. You will be collaborating with Quality Control and training team to perform monthly in-depth training needs analysis and identify opportunities for additional courses. Your team will also be conducting individual feedback sessions for each analyst to help them improve their knowledge. You will be handling disputes raised by Operations team over audits. You will be working on creating new scorecards and quality parameters.

Some of the things you’ll be doing: 

• Guiding and developing a team of quality analysts; responsible for the overall performance management, coordination and evaluation of the team.
• Passionately participate in and drive the continuous improvement through ‘kaizen’ and lean projects.
• Improving the QA scorecards to capture all new processes and procedures
• Making crucial decisions about compliance and other mistakes done by the analysts
• Ensuring timely reporting of QA metrics – daily, weekly & monthly
• Leading calibration sessions, discussing the QA monthly analyst scorecards with TLs and managers
• Identifying process improvements and learning gaps.
• Management of agents and all aspects related to their tasks - assisting them with difficult cases and providing guidance where necessary
• Assigning tasks including daily organisation of the workload.
• Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide. 
• Analysing data and spotting patterns on the basis of audits conducted. 
• Schedule creation and organisation, a variety of planning tasks.
• Liaison between different departments and team leads of other teams - coordinating across different business areas to achieve a common goal. 
• Participation in the recruitment process and acquisition of new staff in Quality Assurance.

WHAT WE ARE LOOKING FOR:

• You’ve spent at least 3 years in a Team lead role with quality assurance in Member Support(Calls, Email, Chat), Sales and Escalations space. 
• Demonstrated ability to build, develop and handle a group of people
• Proven ability to solve problems creatively and ability to handle complex and ambiguous scenarios
• Demonstrated ability in multi- project management
• Ability to effectively and efficiently complete difficult goals or assignments
• Strong in data interpretation and audit
• Can adapt well to changing circumstances and strategy
• Ability to organize, prioritize and schedule work assignments
• Ability to make administrative and procedural judgements
• Demonstrated ability to handle reporting and analysis
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• You are willing to work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements
• You have excellent communication & interpersonal skills and ability to work with varying stakeholders, both technical team members and business users
• Project Management & knowledge of Six Sigma/Lean Processes
• Experience in Fintech preferred
• Additional experience with KYC, Chargeback & Transaction Monitoring will be preferred
• Bachelors degree + MBA or equivalent degree from a premier institute is preferred

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
• Stock Options

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.