Quality Assurance Analyst KYC

India, Delhi NCR

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.

What we’re looking for:

As a KYC Quality Analyst, you will monitor the associates’ proper execution of KYC cases, customer service performance, and conformity to company policies and procedures. You will be doing sampling of KYC reviews on a weekly basis to identify training gaps. You will assist in developing, creating, and implementing KYC quality processes and procedures.

As a Quality Assurance Analyst KYC you’ll be:

• Monitoring KYC analysts’ performance and handling of the cases in all KYC systems
• Conducting effective coaching sessions to share feedback on the QA audit
• Providing feedback to the associates
• Generating QA reports
• Achieving sampling plan targets that were given
• Conducting monthly performance reviews for each analyst, share findings and set goals.
• Work closely with peers to implement quality strategies and drive overall project performance

What makes you a great fit:

• You have 2+ years KYC experience
• You have spent at least 1 year in a job with quality analyst specialist
• You have excellent verbal, written and interpersonal communication skills in English
• You have outstanding customer service skills and are dedicated to providing exceptional customer care
• You are a self motivated and a self-starter
• You are focused on quality and customer service
• You have exceptional listening and analytical skills
• You have complaint handling experience
• You are experienced with reviewing KYC records using a 4 eye approach before approvals
• You are able to effectively deal with people at all levels inside and outside of the Company
• You have the ability to multitask and successfully operate in a fast paced, team environment
• You are able to adapt well to change and successfully set and adjust priorities as needed

What you’ll get in return:

• Competitive Salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• 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.