Analyst, Member Support, Quality Assurance, UK
Tide
ABOUT TIDE
At Tide, we are building a finance 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 used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2000 employees.
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 THE TEAM
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 provide coaching sessions.
As a 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
- Conducting effective one-on-one coaching sessions to share feedback on observations from monitored interactions
- Providing feedback to the associates
- Generating QA reports
- Achieving the sampling plan target that was given
- Completing all given tasks within the time specified
- Conducting Monthly Performance Review with each consultant - review performance, share findings and set goals. Document the meeting and share with the Training Manager/QA lead
- 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
- Adhering to the non disclosure agreement
- Training/Coaching consultants on Quality parameters and requirements
- Developing trust and professional rapport with employees
What makes you a great fit:
- 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 Gsuit
WHAT YOU WILL GET IN RETURN
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- WFH Setup allowance
- 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.
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 everyone’s voice is heard.
You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.
