Opportunity at
TideSenior Quality Assurance Analyst
Tide has an opening for a Senior Quality Assurance Analyst in Delhi, sitting within its first line of defence. The job is to examine customer exchanges,…
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About This Role
Tide has an opening for a Senior Quality Assurance Analyst in Delhi, sitting within its first line of defence. The job is to examine customer exchanges, escalated matters and operational workflows against company rules, regulatory expectations and what customers are owed. Coverage spans the UK, India and Germany. The analyst reads through customer conversations, escalations and complaints, then applies root cause and trend analysis to expose repeated faults. Conclusions go…
Job Description
Tide has an opening for a Senior Quality Assurance Analyst in Delhi, sitting within its first line of defence. The job is to examine customer exchanges, escalated matters and operational workflows against company rules, regulatory expectations and what customers are owed. Coverage spans the UK, India and Germany.
The analyst reads through customer conversations, escalations and complaints, then applies root cause and trend analysis to expose repeated faults. Conclusions go to management as practical proposals, such as tighter scorecards and revised procedures. Other tasks include mentoring agents through coaching and calibration sessions, drafting month-end quality reports for senior leaders, and running evaluations for newcomers during their probation.
A central theme is Consumer Duty, so the successful applicant checks whether policies deliver fair, steady results for customers. The posting wants a minimum of two years in quality assurance or an adjacent discipline, a grounding in how financial products are sold, and knowledge of the FCA rules that apply in the UK. Writing and presenting clearly matter because the job includes preparing training content and reports. The position is full-time and on-site.
Responsibilities
- Assess customer contacts, escalations and complaints against policy and regulatory benchmarks
- Carry out root cause and trend investigations to identify recurring defects
- Test policies to see whether they produce consistent, fair treatment
- Observe agent conversations and deliver constructive coaching
- Improve QA scorecards so they drive better performance
- Produce detailed monthly quality summaries for senior stakeholders
- Lead calibration sessions and attend second-line quality reviews
- Help onboard newcomers and evaluate them during probation
Requirements
- Minimum two years in QA or a similar function
- Working knowledge of risk, compliance and sales in financial services
- Familiarity with Consumer Duty and FCA frameworks
- Competence with QA testing tools and methods
- Strong communication, presentation and written skills
- Analytical, able to turn data into insight
- Practical use of Jira, Google Sheets and the Microsoft Office suite
Qualifications
- Exposure to Looker, which is helpful but not required
Core Skills
Benefits
- Competitive pay
- Health cover for self and family, plus term life and OPD allowances
- Wellbeing assistance through Plumm
- Funds for learning and development
- Allowance toward home-office setup
- 24 annual leave days
- Family-friendly time off
- Remote working allowed for as many as 90 days annually under the WOO scheme
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the role located?
The posting lists Delhi as the location, and the role is on-site.
What experience is required?
At least two years in quality assurance or a related role, with an understanding of Consumer Duty and FCA frameworks.
Is the role full-time?
Yes, the posting lists it as a full-time position.
Is a salary stated?
The posting mentions competitive pay but does not specify an amount.
Sample Interview Questions
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