Ongoing Monitoring Quality Assurance Analyst

1 month ago

Delhi Division, India Tide Full time

Department : Member Operations (IN) 

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 You

As 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 proceduresImproving the QA scorecards constantly to capture all new processes and proceduresExperience in Identifying process improvements and learning gapsLeading calibration sessions, discussing the scorecards with OM TLs and OM ManagerKnowledge of latest trends in the marketIdentifying process improvements and learning gapsSpotting negative individual and team trendsPreparing recommendations to improve the negative trendsWorking on developing procedures

You’ll be a great fit if:

You have 2 to 6 years of experience in QA in the OM spaceYou have strong understanding and experience of CDD and EDD processes, AML controls and tools in Indian contextYou have knowledge of watchlists, sanctions & PEP, adverse mediaYou evaluate and where necessary improve processes in accordance with our policies to ensure that we meet standards whilst building efficiency where possibleYou are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the teamYou work with Product Owners to build automation and system improvementsYou work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirementsYou have excellent verbal, written and interpersonal communication skillsYou have excellent problem-solving skills and keen attention to detailsYou have excellent monitoring & feedback skillsYou 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 ratesYou 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 skillsYou 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 toolsYou should use data and generate statistical insights that amplify the probability of a more accurate final product

What you’ll get in return:

Competitive salarySelf & Family Health InsuranceTerm & Life InsuranceOPD BenefitsMental wellbeing through PlummLearning & Development Budget15 days of Privilege leaves12 days of Casual leaves12 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.

 #LI-AP1

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