Quality Assurance Analyst (Customer Service)
Location:
India, Delhi NCR
Department:
Customer (Member) Operations
Posted:
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 1,800 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.
What we’re looking for:
The main goal of the Quality Analyst would be to monitor the interactions handled by the associates based on pre-defined parameters, to identify opportunities for improvement and provide coaching sessions.
You will be responsible for developing, maintaining & improving the QA scorecard and making sure our associates are following all internal processes and procedures as well as external regulations, if any.
You will perform QA calibration sessions with the MS manager and all TLs to analyse the performance of the team. The outcome of these calibrations is to identify procedural gaps, as well as team and personal trends that can be improved.
You will collaborate with the training team to perform regular in-depth training needs analysis and identify opportunities for additional courses.
You will also focus on the individual learning gaps of each analyst. You will conduct individual feedback sessions for each analyst to help them improve their knowledge.
As a Quality Assurance Analyst MS 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
- Programming analytics
- 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 and 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 are having adept command of the English language, both written and verbal – C1/C2 level
- You are customer oriented in managing communications and issues
- You have 2+ years Member Support experience
- You have spent at least 1 year in a job as quality analyst/specialist
- 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
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
TIDEAN WAYS OF WORKING:
At Tide, we champion a flexible workplace model that supports both in-person and remote work to cater to the specific needs of our different teams.
While remote work is supported, we believe in the power of face-to-face interactions to foster team spirit and collaboration. Our offices are designed as hubs for innovation and team-building, where we encourage regular in-person gatherings to foster a strong sense of community.
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.