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based on 199 Reviews

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Senior Quality Assurance Analyst

Tide Software

based on 199 Reviews

0-5 years

New Delhi

1 vacancy

Senior Quality Assurance Analyst

TIDE

posted 21d ago

Flexible timing

Key skills for the job

+ 3 more

Understand Consumer Duty initiatives by ensuring QA activities promote fairness, transparency, and positive customer outcomes.
Review and test policies and procedures to confirm their effectiveness in ensuring consistent and fair customer interactions.

Quality Assurance Monitoring:

Conduct quality reviews of customer interactions, escalations, trends, and complaints to ensure alignment with company policies, regulatory standards (including Consumer Duty), and customer satisfaction.
Use data-driven insights to analyze quality metrics and sales performance.
Monitor agent interactions to identify recurring issues, ensuring compliance with financial regulations and promoting fair treatment.

Risk Management Process Improvement:

Identify potential risks or breaches and provide actionable solutions to mitigate regulatory or reputational issues.
Perform root cause analysis to address recurring issues and trends in customer interactions, enhancing quality and improving processes.
Enhance QA scorecards to drive performance improvements and better outcomes.

Coaching Feedback:

Deliver coaching sessions and actionable feedback to improve agent performance.
Identify learning gaps and process inefficiencies, providing recommendations to address negative trends.

Reporting Stakeholder Communication:

Create and deliver detailed monthly QA reports for senior stakeholders, highlighting team data, insights, risks, and recommendations for improvements.
Collaborate with internal teams to implement policy and process changes based on QA evaluations.

Additional Responsibilities:

Facilitate new joiner onboarding and oversee QA evaluations during new team members probation periods.
Lead calibration sessions and participate in QA meetings with second-line teams to implement actions that mitigate risk.
Strong communication and writing skills are essential for presenting findings, preparing reports, and creating training materials and sales scripts.

WHAT WE ARE LOOKING FOR Experience Knowledge:

A minimum of 2+ years of experience in Quality Assurance (QA) or a related role.
Expertise in QA responsibilities, with a solid understanding of risk, compliance, and sales within financial services.
Knowledge of Consumer Duty and FCA regulatory frameworks in the UK.
Familiarity with QA testing tools and methodologies.
Comprehensive knowledge of financial services sales processes.

Skills Competencies:

Strong communication skills, with the ability to present insights and recommendations to stakeholders at all levels.
Exceptional problem-solving and decision-making abilities, with a proactive and detail-oriented mindset.
Expertise in enhancing QA scorecards to improve overall performance.
Ability to analyze data and generate insights that drive continuous improvement.
Excellent presentation skills to clearly communicate findings and recommendations.
Skilled in providing coaching and feedback to support a high-performing sales team.

Technical Proficiency:

Cultural Collaborative Fit:

Strong understanding of risks associated with sales in regulated industries in the UK.
Ability to evaluate and refine processes for compliance and operational efficiency.
Experience collaborating with internal teams to implement automation and improve performance.
Comfortable working in a fast-paced, target-driven environment.
Ability to work across different teams, including Risk and Compliance, ensuring alignment with policies and regulations.

Additional Attributes: