Senior Quality Assurance Analyst

ABOUT THE TEAM

As a Senior Quality Assurance (QA) Analyst at Tide, you will play an important role in our first line of defense team ensuring both compliance and enhancing the sales performance of our products. Your expertise in risk management and compliance will help ensure that controls and policies are in place to mitigate risks, safeguarding our members and Business. A natural investigator, you will dive into cases to uncover root causes of defects, identify trends, and develop data-driven solutions.

Your focus will be on reviewing and analyzing customer interactions, escalated cases, and operational processes across the UK, India, and Germany. By leveraging root cause and trend analyses, you will deliver actionable insights and recommendations to management and key stakeholders. These insights will aim to enhance customer outcomes, reduce risks, and ensure adherence to regulatory standards.

ABOUT THE ROLE

Consumer Duty & Compliance:

• Understand Consumer Duty initiatives by ensuring QA activities promote fairness, transparency, and positive customer outcomes.
• Review and test policies and procedures to confirm their effectiveness in ensuring consistent and fair customer interactions.

Quality Assurance & Monitoring:

• Conduct quality reviews of customer interactions, escalations, trends, and complaints to ensure alignment with company policies, regulatory standards (including Consumer Duty), and customer satisfaction.
• Use data-driven insights to analyze quality metrics and sales performance.
• Monitor agent interactions to identify recurring issues, ensuring compliance with financial regulations and promoting fair treatment.

Risk Management & Process Improvement:

• Identify potential risks or breaches and provide actionable solutions to mitigate regulatory or reputational issues.
• Perform root cause analysis to address recurring issues and trends in customer interactions, enhancing quality and improving processes.
• Enhance QA scorecards to drive performance improvements and better outcomes.

Coaching & Feedback:

• Deliver coaching sessions and actionable feedback to improve agent performance.
• Identify learning gaps and process inefficiencies, providing recommendations to address negative trends.

Reporting & Stakeholder Communication:

• Create and deliver detailed monthly QA reports for senior stakeholders, highlighting team data, insights, risks, and recommendations for improvements.
• Collaborate with internal teams to implement policy and process changes based on QA evaluations.

Additional Responsibilities:

• Facilitate new joiner onboarding and oversee QA evaluations during new team members' probation periods.
• Lead calibration sessions and participate in QA meetings with second-line teams to implement actions that mitigate risk.
• Strong communication and writing skills are essential for presenting findings, preparing reports, and creating training materials and sales scripts.

WHAT WE ARE LOOKING FOR

Experience & Knowledge:

• A minimum of 2+ years of experience in Quality Assurance (QA) or a related role.
• Expertise in QA responsibilities, with a 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.

Skills & Competencies:

• Strong communication skills, with the ability to present insights and recommendations to stakeholders at all levels.
• Exceptional problem-solving and decision-making abilities, with a proactive and detail-oriented mindset.
• Expertise in enhancing QA scorecards to improve overall performance.
• Ability to analyze data and generate insights that drive continuous improvement.
• Excellent presentation skills to clearly communicate findings and recommendations.
• Skilled in providing coaching and feedback to support a high-performing sales team.

Technical Proficiency:

• Proficiency in Google Sheets, Microsoft Office, and Jira.
• Familiarity with Looker is a plus (but not essential).

Cultural & Collaborative Fit:

• Strong understanding of risks associated with sales in regulated industries in the UK.
• Ability to evaluate and refine processes for compliance and operational efficiency.
• Experience collaborating with internal teams to implement automation and improve performance.
• Comfortable working in a fast-paced, target-driven environment.
• Ability to work across different teams, including Risk and Compliance, ensuring alignment with policies and regulations.

Additional Attributes:

• Self-motivated, proactive, and a strong analytical thinker.
• Strong time management skills and multitasking abilities.
• Able to understand local regulatory standards and cultural nuances.

WHAT YOU WILL GET IN RETURN 

• 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