Senior Quality Assurance Analyst PCM

ABOUT TIDE

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 with over 1.6 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 help SMEs save both time and money.

Tide facts:

• Tide is available for UK Indian German and French SMEs
• Over 1.6 million members: 800000 UK and 800000 in India and growing rapidly
• Over $200 million raised in funding
• Over 2500 Tideans globally - were diversity champions!
• 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 and New Delhi India

ABOUT THE ROLE:

As a Senior Telesales QA youll be responsible for checking Telesales Agents are following all the correct processes and procedures. You will be reviewing listening and scoring a certain percentage of all phone calls made by agents within the team. You will be responsible for developing maintaining & improving the compliance scorecard and making sure our agents are following all internal processes and procedures.

You will be performing root cause analysis and spot checks based on agent performance or business needs. You will be dealing with monthly and weekly will perform QA calibration sessions with the Leadership team to analyse the performance of the team. The outcome of these calibrations is to identify procedural gaps and personal trends that can be will collaborate with the leadership team to perform regular in depth training needs analysis and identify opportunities for additional coaching needs. You will be responsible for delivering sales and call quality coaching to the agents and will report findings to the line manager.

As a Senior member of the team you will also be expected to lead key improvement projects and mentor junior team members setting the standard for quality across the entire department. You will collate all learnings and be able to present these back to the team in a clear presentation with specific measurable actions.

Some of the things youll be doing:

• Listening into calls made by agents to ensure proper adherence to policies and procedures
• Provide on demand side by side coaching and feedback.
• Assist the onboarding of new starters supporting them during their training induction through to QA validation during their probationary period.
• Be part of calibration sessions discussing the scorecards with the Leadership Team with actions to mitigate risk.
• Data Driven mind set be able to analyse and interpret data for Quality and Call information using information from our BI platform Looker.
• Identifying process improvements and learning gaps
• Proactively spotting negative individual performance or team trends and providing improvement recommendations actions.
• Perform deep dive spot check or on demand reporting tasks based on agent or team trends.

WHAT WE ARE LOOKING FOR:

• You have 1 years of experience in a QA or similar role
• You feel comfortable working in a fast paced quickly changing environment that is incredibly target oriented
• You have experience using Kustomer/Babelforce phone/CRM platforms
• You have a strong understanding of risks associated with telephony based sales within a regulated environment
• You evaluate and where necessary provide feedback aiming at improving our processes 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
• Out of the box thinker always looking at smarter ways of working
• Excellent verbal written and interpersonal communication skills is a must
• You have excellent problem solving skills and keen attention to details
• You have excellent coaching & feedback skills
• You are a self motivator and self starter
• You have exceptional listening and analytical skills
• You have knowledge of sales processes in financial services
• You have solid time management skills
• You have creative ability & writing proficiency
• 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 will improve performance

WHAT YOULL GET IN RETURN:

• 27 days paid annual leave
• 3 paid days off for volunteering or L&D activities
• Extended maternity and paternity leave covered by the company
• Additional health insurance
• Mental wellbeing platform
• Snacks light food drinks in the office
• WFH equipment allowance
• Flexible working from home
• Sabbatical Leave

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 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 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.

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.

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