🛠️ Payment systems maintenance 🛠️ Sat 23 Jan 22:00 - 23:30
During this time you won’t be able to make card payments or outbound transfers. Payments sent to you will be delayed until after maintenance is finished. Check status.tide.co for updates

KYC Quality Analyst

Location: Sofia
Department: Financial Crime and KYC

About You

The KYC Quality Analyst will monitor the associates' proper execution of KYC cases, customer service performance, and conformity to company policies and procedures. Sampling of KYC reviews on a weekly basis to identify training gaps. This individual will assist in developing, creating, and implementing KYC quality processes and procedures.  

 Some of the things you’ll be doing:

  • Monitoring KYC analysts’ performance and handling of the cases in all KYC systems
  • Conducting effective coaching sessions to share feedback on the QA audit
  • Providing feedback to the associates
  • Generating QA reports
  • Achieving sampling plan targets that were given
  • Conducting monthly performance reviews for each analyst, share findings and set goals. 
  • Work closely with peers to implement quality strategies and drive overall project performance

You’ll be a great fit if:

  • You have 2+ years KYC experience
  • You’ve spent at least 1 year in a job with quality analyst specialist
  • You have excellent verbal, written and interpersonal communication skills in English
  • You have outstanding customer service skills and are dedicated to providing exceptional customer care
  • You are a self motivated and a self-starter
  • You are focussed on quality and customer service
  • You have exceptional listening and analytical skills
  • You have complaint handling experience
  • You are experienced with reviewing KYC records using a 4 eye approach before approvals
  • You are able to effectively deal with people at all levels inside and outside of the Company
  • You have the ability to multitask and successfully operate in a fast paced, team environment
  • You are able to adapt well to change and successfully set and adjust priorities as needed