Quality Assurance Team Lead

QA Team Lead

ABOUT TIDE

At Tide, we are building a business management 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 2,000 employees.

Tide is rapidly growing, expanding into new products and 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 THE ROLE

The Quality Assurance Team Lead – is responsible for leading a team of QA Analysts within Member Operations, ensuring delivery of accurate, compliant, and high-quality audits of frontline teams. The Team Lead sets performance standards, provides coaching and development, and drives quality improvement initiatives while fostering a strong compliance culture. This role serves as the key link between QA Analysts and QA Management, helping ensure the QA function operates efficiently, transparently, and in alignment with the QA Policy, business goals and regulatory expectations.

Key Responsibilities:

• Lead and support a team of QA Analysts, ensuring consistent delivery against KPIs, quality standards, and monthly targets.
• Set up and onboard new QA Analysts; delegate, mentor, and support Senior QAs to deliver their responsibilities effectively.
• Maintain QA scheduling and capacity planning to align with team availability, shrinkage trends, and departmental needs.
• Organize regular 1:1s, performance reviews, calibration sessions, and weekly team meetings to drive alignment and accountability.
• Coach and develop team members through structured feedback, learning plans, and career development pathways; manage RISE and PIP processes.
• Ensure up-to-date QA documentation, Confluence articles, and reporting; proactively identify process gaps and recommend improvements.
• Monitor dispute handling, calibration deviation, and AOA scores; resolve QA escalations professionally and fairly.
• Partner with cross-functional stakeholders including Training, People, and Operations to support smooth onboarding, product/process launches, and change management.
• Ensure compliance with regulatory and internal standards (GDPR, data privacy, LMS training completion) and report any breaches or disciplinary concerns.
• Act as a role model for Tide's values, tone of voice, and "Members First" approach in all QA practices and leadership behavior.

WHAT WE ARE LOOKING FOR

• Experience in quality assurance, compliance, or operational leadership, preferably in a regulated industry such as fintech or financial services.
• In-depth knowledge of banking operating processes, QA audit practices, and compliance risk management in customer service environments.
• Strong people leadership, coaching, and mentoring capabilities with a hands-on approach to performance improvement.
• Effective communication and problem-solving skills, with the ability to mediate disputes and drive alignment in cross-functional settings.
• Organized, data-driven, and proactive; comfortable using QA tools and systems such as Confluence, Looker, Scorebuddy, Google Workspace, and Lattice.

WHAT YOU'LL GET IN RETURN

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

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.

Disclaimer It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

Experience LevelSenior Level

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