Quality Assurance Analyst

ABOUT TIDE At Tide we are building a finance 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 1 800 employees 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 The main goal of the Quality Analyst would be to monitor the interactions handled by the associates based on pre-defined parameters to identify opportunities for improvement and provide coaching sessions You will be responsible for developing maintaining improving the QA scorecard and making sure our associates are following all internal processes and procedures as well as external regulations if any You will perform QA calibration sessions with the MS manager and all TLs to analyse the performance of the team The outcome of these calibrations is to identify procedural gaps as well as team and personal trends that can be improved You will collaborate with the training team to perform regular in-depth training needs analysis and identify opportunities for additional courses You will also focus on the individual learning gaps of each analyst You will conduct individual feedback sessions for each analyst to help them improve their knowledge As a Quality Assurance Analyst MS you ll be Monitoring consultants phone calls and written communication using allocated systems to capture their effectiveness at service delivery Conducting effective skills-transfer sessions to improve teams understanding and performance of customer centric metrics Conducting effective one-on-one coaching sessions to share feedback on observations from monitored interactions Providing feedback to the associates Generating QA reports Programming analytics Achieving the sampling plan target that was given Completing all given tasks within the time specified Conducting Monthly Performance Review with each consultant - review performance share findings and set goals Document the meeting and share with the Training Manager QA lead Working closely with the peers to implement quality strategies and drive overall project s performance Following the hierarchy structure for escalation of any issues related to work Adhering to the rules of the company and the non disclosure agreement Training Coaching consultants on Quality parameters and requirements Developing trust and professional rapport with employees What makes you a great fit You are having adept command of the English language both written and verbal - C1 C2 level You are customer oriented in managing communications and issues You have 2 years Member Support experience You have spent at least 1 year in a job as quality analyst specialist You have excellent communication skills a positive goal-oriented attitude and be able to multitask You have ability to detect patterns recognize opportunities for change and improvement of processes or established work practices You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch 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 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 EVERYONEAt 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