Responsibilities
- Develop and execute a QA strategy that supports Tide's business objectives and future growth
- Embed a deeply member-focused mindset across all Quality teams
- Drive a clear connection between quality assurance, staff capability, risk, product improvements and improved member and business outcomes, ensuring teams consistently deliver exceptional service, support, and experiences
- Build, develop, and motivate a high-performing support function to exceed KPIs
- Set clear performance metrics, track team performance, and implement strategies to improve productivity and quality
- Work closely with cross-functional teams to ensure alignment and achieve shared goals
- Foster a member-centric culture within your teams to deliver exceptional member service
- Develop and implement a robust QA strategy to monitor and evaluate the quality of interactions
- Establish clear quality metrics and an audit schedule to ensure compliance with internal and regulatory standards
- Provide actionable feedback to team leaders to drive performance improvement and close knowledge gaps
- Analyse QA data to identify systemic issues and trends, implementing preventative solutions
- Continuously research, test, and implement innovative QA methodologies, tools, and technologies, ensuring we move beyond traditional process adherence and create meaningful impact to member experience
- Establish clear performance metrics for the QA function, regularly assess effectiveness, and drive continuous improvement
- Use data-driven insights to enhance productivity, optimise capacity planning, and ensure Quality interventions deliver measurable business impact
- Partner with stakeholders across the business to centralise quality data, integrating information from multiple systems and complaints feedback
- Develop meaningful dashboards and reporting frameworks that provide visibility into process deficiencies, gap analysis, operational performance and business impact
- Leverage data and analytics to identify trends, optimise processes, and inform decision-making across all four functions
- Build strong relationships across Member Operations and the wider business, collaborating closely with teams including Global Training, Member Support, KYX, Ongoing Monitoring, Collections, Complaints
- Align learning priorities with business needs and drive shared success through effective partnership and stakeholder management
Requirements
- Proven track record of leading and developing high-performing teams, ideally within customer-facing operations/regulated industries
- Deep expertise in QA methodologies, driving customer experience and continuous improvement practices, ideally within fintech, financial services, or an equally regulated sector
- Comfortable building business cases and influencing stakeholders to invest in innovative learning solutions
- Strong coaching and leadership skills, with a genuine passion for developing people and helping them succeed
- You can set your own strategy and vision, and motivate your team to execute it
- You're a creative thinker, able to identify problems and come up with rapid solutions
- Ability to thrive in a scaling organisation where processes are evolving and change is constant
- Strong analytical skills and the ability to leverage data to drive performance
- Experience with business analytics tools like Excel and SQL, and an understanding of KPIs in technology scale-ups
- Outstanding relationship-building, communication, and influencing skills
- Able to build credibility quickly and effectively manage stakeholders across multiple functions and levels of seniority
- A strong understanding of the small business market and the challenges faced by entrepreneurs, with a genuine passion for helping SMEs succeed
Nice to Have
- Previous experience in an analytical role is advantageous
Benefits
- 25 days paid annual leave
- 3 paid days off for volunteering or L&D activities
- Personal L&D budget
- Additional health & dental insurance
- Mental wellbeing platform
- Snacks, light food, drinks in the office
- WFH equipment allowance
- Stock Options
Work Arrangement
Hybrid — Central London, Sofia, Bulgaria, Serbia, Romania, Lithuania, Hyderabad, Gurugram, New Delhi, Berlin, Paris, Luxembourg
Team
Structure: Reports to a leadership function within the UK/Europe Member Operations team.
Additional Information
- Snacks, light food, drinks in the office
- WFH equipment allowance
