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Quality Assurance Lead

Tide

India, HyderabadPosted 26 days ago
Tide logo

Skill Required

UK/ Europe RegionBusiness AnalysisanalyticalObservabilitybuildingfintechSQL

Key highlights

  • Over 2 million members globally across UK, India, Germany and France.
  • 25 days paid annual leave plus 3 paid volunteer/L&D days.
  • Stock Options are part of the compensation package.
  • Leadership role shaping quality and member experience for UK/Europe Member Operations.
  • Must have proven track record leading high‑performing, customer‑facing teams in regulated environments.
  • Required analytical proficiency with Excel and SQL.

Role overview

Tide is seeking an experienced Quality Lead to drive the Quality Assurance function within its UK/Europe Member Operations team. In this key leadership role, you will develop and execute QA strategies, embed a member‑centric culture, and partner with cross‑functional teams to ensure operational excellence and outstanding member experiences.

Responsibilities

  • Develop and execute a QA strategy that supports Tide's business objectives and future growth.
  • Embed a deeply member-focused mindset across all Quality teams.
  • Drive a clear connection between quality assurance, staff capability, risk, product improvements and improved member and business outcomes, ensuring teams consistently deliver exceptional service, support, and experiences.
  • Build, develop, and motivate a high-performing support function to exceed KPIs.
  • Set clear performance metrics, track team performance, and implement strategies to improve productivity and quality.
  • Work closely with cross-functional teams to ensure alignment and achieve shared goals.
  • Foster a member-centric culture within your teams to deliver exceptional member service.
  • Develop and implement a robust QA strategy to monitor and evaluate the quality of interactions.
  • Establish clear quality metrics and an audit schedule to ensure compliance with internal and regulatory standards.
  • Provide actionable feedback to team leaders to drive performance improvement and close knowledge gaps.
  • Analyse QA data to identify systemic issues and trends, implementing preventative solutions.
  • Continuously research, test, and implement innovative QA methodologies, tools, and technologies, ensuring we move beyond traditional process adherence and create meaningful impact to member experience.
  • Establish clear performance metrics for the QA function, regularly assess effectiveness, and drive continuous improvement.
  • Use data-driven insights to enhance productivity, optimise capacity planning, and ensure Quality interventions deliver measurable business impact.
  • Partner with stakeholders across the business to centralise quality data, integrating information from multiple systems and complaints feedback.
  • Develop meaningful dashboards and reporting frameworks that provide visibility into process deficiencies, gap analysis, operational performance and business impact.
  • Leverage data and analytics to identify trends, optimise processes, and inform decision-making across all four functions.
  • Build strong relationships across Member Operations and the wider business, collaborating closely with teams including Global Training, Member Support, KYX, Ongoing Monitoring, Collections, Complaints.
  • Align learning priorities with business needs and drive shared success through effective partnership and stakeholder management.
  • Ensure the Quality Assurance team is aligned with Tide’s objectives and delivers exceptional support.

Requirements

  • Exceptional leadership skills.
  • Proven track record of leading and developing high‑performing teams, ideally within customer‑facing operations or regulated industries.
  • Deep expertise in QA methodologies, driving customer experience and continuous improvement practices, ideally within fintech, financial services, or an equally regulated sector.
  • Comfortable building business cases and influencing stakeholders to invest in innovative learning solutions.
  • Strong coaching and leadership skills, with a genuine passion for developing people and helping them succeed.
  • Ability to set your own strategy and vision, and motivate your team to execute it.
  • Creative thinker, able to identify problems and devise rapid solutions.
  • Ability to thrive in a scaling organisation where processes are evolving and change is constant.
  • Strong analytical skills and the ability to leverage data to drive performance.
  • Experience with business analytics tools like Excel and SQL, and an understanding of KPIs in technology scale‑ups.
  • Outstanding relationship‑building, communication, and influencing skills.
  • Ability to build credibility quickly and effectively manage stakeholders across multiple functions and levels of seniority.
  • Strong understanding of the small business market and the challenges faced by entrepreneurs, with a genuine passion for helping SMEs succeed.

Nice to have

  • Previous experience in an analytical role.
  • Experience within fintech, financial services, or other regulated sectors (if not already covered by required expertise).

Benefits

  • 25 days paid annual leave.
  • 3 paid days off for volunteering or L&D activities.
  • Personal L&D budget.
  • Additional health & dental insurance.
  • Mental wellbeing platform.
  • Snacks, light food, and drinks in the office.
  • Work‑from‑home equipment allowance.
  • Stock Options.

Additional details

  • About Tide: provides business accounts and connected administrative solutions to SMEs, supporting over 2 million members globally across the UK, India, Germany and France.
  • Tide facts: available for UK, Indian, German and French SMEs; over $300 million raised in funding; over 2,800 employees globally; Great Place to Work certification three years in a row; recognized among India’s Top 50 Best Workplaces in Banking, Financial Services, and Insurance in 2026.
  • Office locations: Central London; technology centres in Sofia (Bulgaria), Serbia, Romania, Lithuania, Hyderabad; offices in Gurugram, New Delhi, Berlin, Paris and Luxembourg.
  • Diversity & inclusion: Tide celebrates diversity across ethnicity, religion, sexual orientation, gender identity, disability, veteran status, neurodiversity, and more; fosters a transparent, inclusive environment where every voice is heard.
  • Disclaimer: Tide does not charge any fees during recruitment, only official job postings are on the Careers Page, communications come from @tide.co emails, no agencies are used without formal engagement, and any fraudulent contact should be reported to talent@tide.co.
  • AI policy: Tide leverages AI to enhance the hiring experience; details are available in the AI Policy.
  • Recruitment privacy: personal data will be processed by Tide for recruitment purposes in accordance with Tide's Recruitment Privacy Notice.
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