Quality Assurance Analyst Om

ABOUT TIDEAt 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 2000 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 Who are 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 About YouAs an Ongoing Monitoring OM QA at Tide you will be responsible for checking if all the OM analysts are following all the correct processes and procedures You will be reviewing and scoring a certain percentage of all cases actioned by the OM team You will be responsible for developing maintaining improving the QA scorecard and making sure our analysts are following all internal processes and procedures as well as external regulations if any You will perform QA calibration sessions with the OM 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 Some of the things you ll be doing Monitoring the cases actioned by OM analysts to ensure proper adherence to policies and procedures Improving the QA scorecards constantly to capture all new processes and procedures Experience in Identifying process improvements and learning gaps Leading calibration sessions discussing the scorecards with OM TLs and OM Manager Knowledge of latest trends in the market Identifying process improvements and learning gaps Spotting negative individual and team trends Preparing recommendations to improve the negative trends Working on developing procedures You ll be a great fit if You have 2 to 5 years of experience in QA in the OM space You have strong understanding and experience of CDD and EDD processes AML controls and tools in Indian context You have knowledge of watchlists sanctions PEP adverse media You evaluate and where necessary improve processes in accordance with our policies to ensure that we meet standards whilst building efficiency where possible You are a subject matter expert providing ongoing mentoring and continuous knowledge sharing with the team You work with Product Owners to build automation and system improvements You work closely with our second line of defence Risk and Compliance to ensure we meet policies and regulatory requirements You have excellent verbal written and interpersonal communication skills You have excellent problem-solving skills and keen attention to details You have excellent monitoring feedback skills You are a self-motivator and self-starter You have exceptional listening and analytical skills You have excellent knowledge of banking laws regulation You should be able to build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates You have solid time management skills You must be able to effectively deal with people at all levels inside and outside of the Company You have creative ability writing proficiency You have excellent presentation skills You are proficient with Microsoft Office intermediate Word basic Excel You have the ability to multitask and successfully operate in a fast paced team environment You should have knowledge of quality assurance testing tools You should use data and generate statistical insights that amplify the probability of a more accurate final product 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 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 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 You personal data will be processed by Tide for recruitment purposes and in accordance with