Quality Assurance Lead, UKEurope

At Tide we help SMEs save time and money in the running of their businesses by not only offering business accounts and related banking services but also a comprehensive set of highly usable and connected administrative solutions from invoicing to accounting.

Tide is transforming the small business banking market and now supports over 2 million members globally across the UK India Germany and France.

Using advanced technology all solutions are designed with SMEs in mind. With quick onboarding low fees and innovative features we thrive on making data driven decisions to serve our mission: to help SMEs save time and money so they can get back to doing what they love.

Tide facts:

• Tide is available for UK Indian German and French SMEs
• Over 2 million members across UK and India
• Over $300 million raised in funding
• Over 2800 Tideans globally
• Recognised with Great Place to Work certification three years in a row and among Indias Top 50 Best Workplaces in Banking Financial Services and Insurance in 2026
• We have offices in Central London with a member support and technology centre in Sofia Bulgaria technology centres in Serbia Romania Lithuania and Hyderabad and offices in Gurugram New Delhi Berlin Paris and Luxembourg

We are looking for an experienced Quality Lead to support a high performing function across the UK/Europe Member Operations team. You will be responsible for the Quality Assurance team ensuring that they are aligned with Tides objectives and deliver exceptional support.

Your work will help build capability across Member Operations supporting both operational excellence and an outstanding member experience.

This is a key leadership role in a fast-evolving environment. As we continue to grow and scale youll play a critical part in shaping how we manage quality and uplift member experience by providing inputs to the operations product and risk teams. Youll need to bring strong Quality experience a people-first mindset and the agility to adapt quickly to change.

Key responsibilities:

Strategy and Member-Centric Culture

• Develop and execute a QA strategy that supports Tides 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.

Team Leadership & Strategy

• 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.

Quality Assurance Strategy

• 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.

QA Innovation

• 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

Performance & Operational Excellence

• 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

Data Analytics & Insight

• 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.

Cross-Functional Partnership

• 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.

You have exceptional leadership skills

• Proven track record of leading and developing high-performing teams ideally within customer-facing operations/ 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.

You Are a Self-starter And Strategist

• You can set your own strategy and vision and motivate your team to execute it.
• Youre a creative thinker able to identify problems and come up with rapid solutions.
• Ability to thrive in a scaling organisation where processes are evolving and change is constant

You Are Operationally Minded

• 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.
• Previous experience in an analytical role is advantageous.

You excel at stakeholder management

• Outstanding relationship-building communication and influencing skills.
• Able to build credibility quickly and effectively manage stakeholders across multiple functions and levels of seniority.
• A strong understanding of the small business market and the challenges faced by entrepreneurs with a genuine passion for helping SMEs succeed.

• 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 drinks in the office
• WFH equipment allowance
• Stock Options

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 everyones 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 everyones voice is heard.

• Tide doesnotcharge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on ourCareers Pageand applications should be submitted through this channel.
• Communication from Tide will only come from an official@tide.coemail 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.

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