Quality Assurance Analyst (Sales Quality Assurance)

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted:

Department – Member Operations IN 

About Tide:

At Tide, we are building a finance & admin 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 the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany. 

Tide is rapidly growing, expanding into new 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.   

What we’re looking for:

As a Quality assurance associate, you will be responsible to conduct transactional audits for our sales process to ensure that the correct measures have been followed to close a lead. You will be the one who will help us in developing and implementing the quality assurance program for our tele calling team.

You will work closely with the team(s) to share the audit-based insights and feedback. You will be part of continuous improvement programs and will ensure consistency throughout the processes with the implementation of Six Sigma & Lean methodologies. 

As a Quality Assurance Analyst – MEM you’ll be:  

  • Transactional audits of the sales process
  • Conducting effective coaching sessions to share feedback on the audits conducted
  • Generating MIS, QA related reports and publishing the same with stakeholders
  • Conducting calibration with the operations team and working on data handling tools to share insights
  • Work closely with peers to implement quality strategies and drive overall project performance
  • Apply Six Sigma and Lean methodologies for process improvement and increased process efficiency 

What makes you a great fit:  

  • You have 2-4 years of experience with auditing a sales process
  • You have excellent communication skills (Hindi, English, and knowledge of a vernacular language can be an added advantage)
  • You understand sales methodologies and financial products
  • You possess a high level of Analytical and high proficiency level of Excel and google sheets
  • You have a good knowledge of working on analytical tools, data handling, and data interpretation
  • You have a good knowledge of T&TQ ( Training & Transaction Quality) systems, tools, and technologies
  • You have a high level of maturity to handle people, stakeholders, peers, etc.
  • You are process-oriented, are able to plan & make decisions, handle data, are able to prioritize, and meet timelines
  • You have an understanding of Six Sigma, Lean, and FMEA methodologies
  • You are able to work with 7-Quality tools like Pareto, Run charts, etc.
  • You have great feedback skills and are able to relay your ideas and insights in an effective manner
  • You can drive continuous improvement for T&TQ and C-SAT
  • You can ensure consistency through calibration, knowledge tests, etc.
  • You are willing to work in shifts and adhere to the planned rosters
  • You have the ability to multitask and successfully operate in a fast-paced, team environment

What you’ll get in return:

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • 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

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.