Quality Assurance Team Lead

QA Team Lead

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 with over 1.8 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 both 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 1.8 million members: 800,000 UK and 1,000,000 in India and growing rapidly
• Over $300 million raised in funding
• Over 2,500 Tideans globally - we’re diversity champions!
• 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 and New Delhi, and in Berlin, Paris and Luxembourg.

ABOUT THE ROLE

The Quality Assurance Team Lead –  is responsible for leading a team of QA Analysts within Member Operations, ensuring delivery of accurate, compliant, and high-quality audits of frontline teams. The Team Lead sets performance standards, provides coaching and development, and drives quality improvement initiatives while fostering a strong compliance culture. This role serves as the key link between QA Analysts and QA Management, helping ensure the QA function operates efficiently, transparently, and in alignment with the QA Policy, business goals and regulatory expectations.

Key Responsibilities:

• Lead and support a team of QA Analysts, ensuring consistent delivery against KPIs, quality standards, and monthly targets.
• Set up and onboard new QA Analysts; delegate, mentor, and support Senior QAs to deliver their responsibilities effectively.
• Maintain QA scheduling and capacity planning to align with team availability, shrinkage trends, and departmental needs.
• Organize regular 1:1s, performance reviews, calibration sessions, and weekly team meetings to drive alignment and accountability.
• Coach and develop team members through structured feedback, learning plans, and career development pathways; manage RISE and PIP processes.
• Ensure up-to-date QA documentation, Confluence articles, and reporting; proactively identify process gaps and recommend improvements.
• Monitor dispute handling, calibration deviation, and AOA scores; resolve QA escalations professionally and fairly.
• Partner with cross-functional stakeholders including Training, People, and Operations to support smooth onboarding, product/process launches, and change management.
• Ensure compliance with regulatory and internal standards (GDPR, data privacy, LMS training completion) and report any breaches or disciplinary concerns.
• Act as a role model for Tide’s values, tone of voice, and “Members First” approach in all QA practices and leadership behavior.

WHAT WE ARE LOOKING FOR

• Experience in quality assurance, compliance, or operational leadership, preferably in a regulated industry such as fintech or financial services.
• In-depth knowledge of banking operating processes, QA audit practices, and compliance risk management in customer service environments.
• Strong people leadership, coaching, and mentoring capabilities with a hands-on approach to performance improvement.
• Effective communication and problem-solving skills, with the ability to mediate disputes and drive alignment in cross-functional settings.
• Organized, data-driven, and proactive; comfortable using QA tools and systems such as Confluence, Looker, Scorebuddy, Google Workspace, and Lattice.

WHAT YOU’LL 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.

  Disclaimer   It has come to our attention that individuals or agencies are falsely claiming to represent Tide and are reaching out to candidates regarding job opportunities. Please be aware that:

• Tide does not charge any fees at any stage of the recruitment process.
• All official Tide job opportunities are listed exclusively on our Careers Page and applications should be submitted through this channel.
• Communication from Tide will only come from an official @tide.co email address.
• Tide does not work with agencies or recruiters without prior formal engagement, and we do not authorize third parties to make job offers on our behalf.

If you are contacted by anyone misrepresenting Tide or requesting payment, please treat it as fraudulent and report it to us immediately at talent@tide.co
Your safety and trust are important to us, and we are committed to ensuring a fair and transparent recruitment process.

 

Tide leverages AI to enhance our hiring experience. You can read more about how we use AI in our recruitment process in our AI Policy.

Your personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.

Experience Level

Senior Level