Quality Assurance Lead, UK/Europe

ABOUT THE ROLE: 

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 Tide’s 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, you’ll play a critical part in shaping how we manage quality and uplift member experience by providing inputs to the operations, product and risk teams. You’ll 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 Tide's 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.

WHAT WE ARE LOOKING FOR:

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.
• You're 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.

WHAT YOU’LL GET IN RETURN:

• 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