Job Description

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.
AOBUT THE TEAM
The Quality Assurance Manager UK (A4) is responsible for overseeing the performance, development, and strategic operations of the QA Team Leads and their respective QA Analyst teams. This role ensures quality standards are consistently met across all QA processes, leads departmental improvements, and drives cross-functional collaboration to align QA practices with company goals and regulatory requirements.
ABOUT THE ROLE

• Supervise and support Quality Assurance Team Leads UK/Europe (A3) in delivering accurate, timely, and high-quality assessments of 1LOD analysts' work.
• Align QA team performance with company KPIs, compliance frameworks, and risk mitigation strategies across Member Operations.
• Review and approve monthly team schedules proposed by the Quality Assurance Team Leads UK/Europe (A3) to ensure proper capacity planning.
• Lead departmental planning, including workforce management, resource allocation, and performance monitoring.
• Coordinate and monitor the implementation of new procedures across QA teams; ensure seamless execution and knowledge transfer.
• Evaluate and analyze team and individual performance trends and provide coaching support to Team Leads for continual improvement.
• Drive process improvement initiatives, including the evolution of QA scorecards and feedback systems.
• Collaborate closely with the 1LOD Departments management teams to ensure timely escalation and resolution of operational and compliance issues.
• Act as a key stakeholder in change management initiatives affecting QA operations, contributing insights to tool enhancements, procedural changes, and training needs.
• Manage recruitment, onboarding, and development for Quality Assurance Team Leads UK/Europe (A3) and analyst roles.
• Facilitate interdepartmental calibration sessions and maintain alignment across QA functions.
• Oversee the publishing of QA reports, remediation statistics, and ensure transparent communication with senior stakeholders.
• Maintain data privacy standards and enforce best practices in handling sensitive information.

WHAT WE ARE LOOKING FOR

• Proven experience in a QA managerial role within a regulated industry, preferably in financial services or fintech.
• In-depth understanding of KYC procedures and regulatory requirements, Member Support Handling frameworks and Ongoing Monitoring procedures and regulatory frameworks.
• Strong leadership and people management skills, with demonstrated experience leading multi-level QA teams.
• Excellent communication, coaching, and conflict resolution abilities.
• Data-driven decision maker with expertise in reporting and trend analysis.
• Familiarity with QA tools, Confluence, and data platforms used for monitoring and performance tracking such as Looker, Google Sheets, Lattice and other.

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
• 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

TIDEAN WAYS OF WORKING
At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
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.
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