Senior Quality Assurance Analyst

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 WOO policy allows remote work for up to 90 days a year 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. https://job-boards.greenhouse.io/tide/jobs/6291452003 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. Disclaimer 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: Tide does not charge any fees at any stage of the recruitment process. All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel. Communication from Tide will only come from an official @tide .co email address. 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. If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at [email protected] Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process. Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy . Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice .

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