Quality Assurance Lead

A BOUT 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: 900,000 UK and 1,100,000 in India and growing rapidly 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 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 inf…