Senior Quality Assurance Analyst - Customer Support

A BOUT 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 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: 900,000 UK and 1,100,000 in India and growing rapidly Over $300 million raised in funding Over 2,800 Tideans globally Recognised with Great Place to Work certification three years in a row, and among India’s 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 ABOUT THE ROLE The main goal of the Quality Analyst would be to monitor the interactions handled by the agents based on pre-defined parameters, to identify opportunities for improvement, and to perform root cause analysis. As a Senior Quality Assurance Analyst you’ll be: Monitoring consultants’ phone calls and written communication using allocated systems to capture their effectiveness at service delivery Conducting effective skills-transfer sessions to improve teams’ understanding and performance of customer centric metrics Providing feedback to the associates Generating QA reports Achieving the sampling plan target that was given Completing all given tasks within the time specified Working closely with the peers to implement quality strategies and drive overall project’s performance Following the hierarchy structure for escalation of any issues related to work Adhering to the rules of the company and non disclosure agreement Training/Coaching consultants on Quality parameters and requirements Developing trust and professional rapport with employees. WHAT WE ARE LOOKING FOR You have adept command of the English language, both written and verbal - C1/C2 level You are customer oriented in managing communications and issues You have excellent communication skills, a positive goal-oriented attitude and be able to multitask You have ability to detect patterns, recognize opportunities for change and improvement of processes or established work practices You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch You have developed reporting skills, ability to work with G suite WHAT YOU’LL GET IN RETURN 24 days paid annual leave 3 paid days off for volunteering or L&D activities Extended maternity and paternity leave covered by the company Personal L&D budget Additional health & dental insurance Mental wellbeing platform Snacks, light food, drinks in the office WFH equipment allowance 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