Job Description

About you

As a Customer Support QA, at Tide, your team will be responsible for checking that Customer Support analysts are following all the correct processes and procedures. You will be reviewing and scoring a certain percentage of all cases actioned by the Customer Support 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 Customer Support manager and all Team Leads to analyze 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 Customer Service analysts to ensure proper adherence to policies and procedures
• Improving the QA scorecards constantly to capture all new processes and procedures
• Having experience in Identifying process improvements and learning gaps
• Leading calibration sessions, discussing the scorecards with Customer Service TLs and Customer Service Manager
• Having 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 you'll get in return:

• Competitive salary
• Health Insurance, Life insurance and Accident insurance
• 25 days annual leaves
• Enhanced family-friendly leave
• Dental Benefit
• Learning & Development Budget

You'll be a great fit if:

• You have 2+ years of experience in QA in the member support space
• You have to 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 have to work with Product Owners to build automation and system improvements
• You have to work closely with our second line of defense (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 are 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 are 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 have knowledge of quality assurance testing tools
• You use data and generate statistical insights that amplify the probability of a more accurate final product

Who are Tide?

We're the UK's leading provider of smart current accounts for sole traders and small companies. We're also on a mission to save business owners time and money on their banking and finance admin so they can get back to doing what they love - for too long, these customers have been under-served by the big banks.

Our offices are in London, UK, Sofia, Bulgaria, Hyderabad and Delhi NCR, India, where our teams are dedicated to our small business members, revolutionizing business banking for SMEs. We are also the leading provider of UK SME business accounts and one of the fastest-growing fintechs in the UK.

We're scaling at speed with a focus on hiring talented individuals with a growth mindset and ownership mentality, who are able to juggle multiple and sometimes changing priorities. Our values show our commitment to working as one team, working collaboratively to take action and deliver results. Member first, we are passionate about our members and put them first. We are data-driven, we make decisions, creating insight using data.

We're also one of LinkedIn's top 10 hottest UK companies to work for.

Here's what we think about diversity and inclusion...

We build our services for all types of small business owners. We aim to be as diverse as our members so we hire people from a variety of backgrounds. We're proud that our diversity not only reflects our multicultural society but that this breadth of experience makes us awesome at solving problems. Everyone here has a voice and you'll be able to make a difference. If you share our values and want to help small businesses, you'll make an amazing Tidean.

A note on the future of work at Tide:

Tide's offices are beginning to open for Tideans to return on a voluntary basis. Timelines for reopening will be unique for each region and will be based on region-specific guidelines. The health and well-being of Tideans and candidates is our primary concern, therefore, for the foreseeable future, we have transitioned all interviews and onboarding to be conducted via Zoom.

Once offices are fully open, Tideans will be able to choose to work from the office or remotely, with the requirement that they visit the office or participate in face-to-face team activities several times per month.

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