Quality Assurance Manager

Location: Sofia
Department: Member Support

About You 

As Quality Assurance Manager in Member Support at Tide, you will take ownership and manage a data-driven and member first team focused on ensuring consistent quality delivery. The QA team are constantly working to offer best in class support, and we strongly believe in personal and professional development as key to this, so you will also be involved in defining the development framework. If you love making a difference in the lives of our members and Tideans, then we would love to hear from you.

You should be a self-assured, motivated leader of high integrity that can develop and deliver vision and strategy in line with Tide’s mission. You will proactively offer guidance and demonstrate leadership to an excellent standard, while having the ability to make often challenging and timely decisions. You should be capable of operating with minimal direction and supervision and be comfortable owning end to end responsibility for your deliverables.

You will play a key role in ensuring teams across our business verticals are meeting regulatory and business operations quality assurance requirements. You need to be a meticulously organised, people-oriented person who can demonstrate effective listening and communication skills to build strong relationships.

Confident and precise management is paramount to making this team succeed even further, by improving its current performance. You will need to create a cohesive vision and structure to provide valuable feedback and action items to the QA associates and Team Leads. This task would require not only leading your team of QAs in a measured and productive way, but also inspiring them to promote an effective and delightful relationship with our associates.

Some of the things you’ll be doing: 

  • Sharing your knowledge and building creative solutions while helping the team evolve best practices
  • Supporting your team by constantly improving the QA scorecards and Training materials to capture all new processes and procedures 
  • Supporting your team in making crucial decisions about process and procedure design and scope
  • Leading calibration sessions, where we discuss the QA monthly analysts scorecards with Member Support management 
  • Identifying process improvements and learning gaps
  • Spotting and analysing negative trends (both on individual, team and department levels) 
  • Preparing recommendations and action plans to improve the negative trends
  • Helping the QA team with the Member Feedback QA Analysis 
  • Preparing monthly MI reports 
  • Contributing to management reporting with trends and actionable data
  • Working with Product Owners to build automation and system improvements
  • Working closely with our MLRO and second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements

You’ll be a great fit if you have: 

  • You have 4+ years of demonstrable background in a Quality Assurance management role within a Customer Support / Financial services / Call Centre environment
  • You have experience in leading QA teams, recruiting, managing and mentoring staff.
  • You have experience in identifying training and development needs and putting plans into place.
  • You have the ability to interpret and leverage data insights for constantly enhancing processes, policies, and programs
  • You have previous experience of working independently and driving change within your area
  • You have excellent verbal and written communication
  • You have a strong eye for detail and a creative thinker, always thinking “how can we be better”
  • You have an ability to show initiative and make appropriate decisions within a framework
  • You have desire to share your ideas and continuously improve yourself and the team around you
  • You have a passion for startups
  • You have CRM experience such as Kustomer, Zendesk, Salesforce 
  • You have experience in organisational change management.

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, and Hyderabad, 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. Members 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.

What you’ll get in return:

  • 25 days holiday
  • Vitality Health and Dental Insurance, with a proactive focus on mental and physical well-being
  • Fully covered Multisport card
  • Food vouchers
  • We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off
  • Snacks, light food, drinks in the office
  • Enhanced family-friendly leave
  • Flexible working options.

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.