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 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 across UK and India
•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
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.
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
Requirements
•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 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
•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
Benefits
•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
