Quality Assurance Analyst (Transaction Monitoring)

Location: India, Delhi NCR
Department: Customer (Member) Operations
Posted: November 15, 2024

About You

As an Ongoing Monitoring (OM) QA, at Tide, you will be responsible for checking if all the OM analysts are following all the correct processes and procedures. You will be reviewing and scoring a certain percentage of all cases actioned by the OM team.

You will be responsible for developing, maintaining & improving the QA scorecard and making sure our analysts are following all internal processes and procedures, as well as external regulations, if any.

You will perform QA calibration sessions with the OM 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.

Some of the things you’ll be doing:

• Monitoring the cases actioned by OM analysts to ensure proper adherence to policies and procedures
• Improving the QA scorecards constantly to capture all new processes and procedures
• Experience in Identifying process improvements and learning gaps
• Leading calibration sessions, discussing the scorecards with OM TLs and OM Manager
• Knowledge of latest trends in the market
• Identifying process improvements and learning gaps
• Spotting negative individual and team trends
• Preparing recommendations to improve the negative trends
• Working on developing procedures

You’ll be a great fit if:

• You have 2 to 5 years of experience in QA in the OM space
• You have strong understanding and experience of CDD and EDD processes, AML controls and tools in Indian context
• You have knowledge of watchlists, sanctions & PEP, adverse media
• You evaluate and where necessary improve processes in accordance with our policies to ensure that we meet standards whilst building efficiency where possible
• You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
• You work with Product Owners to build automation and system improvements
• You work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements
• You have excellent verbal, written and interpersonal communication skills
• You have excellent problem-solving skills and keen attention to details
• You have excellent monitoring & feedback skills
• You are a self-motivator and self-starter;   
• You have exceptional listening and analytical skills;  
• You have excellent knowledge of banking laws & regulation 
• You should be able to build a clearer picture of agent-customer interaction goals and streamline the process to achieve higher customer retention rates
• You have solid time management skills  
• You must be able to effectively deal with people at all levels inside and outside of the Company; 
• You have creative ability & writing proficiency;  
• You have excellent presentation skills
• You are proficient with Microsoft Office (intermediate Word, basic Excel);
• You have the ability to multitask and successfully operate in a fast paced, team environment;   
• You should have knowledge of quality assurance testing tools
• You should use data and generate statistical insights that amplify the probability of a more accurate final product

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