Quality Assurance Team Lead (Banking/Fintech) | Tide | Delhi, Delhi, India

Position: Quality Assurance Team Lead (Banking/Fintech)

Location: Delhi, Delhi, India

Job Description

Qualification and Skills

You’ve spent at least 3 years relevant experience in a team leading role with quality assurance
You have a 7-9 years overall work experience
Demonstrated ability to build, develop and handle a group of people
Proven ability to solve problems creatively and ability to handle complex and ambiguous scenarios
Demonstrated ability in multi- project management
Ability to effectively and efficiently complete difficult goals or assignments
Strong in data interpretation and audit
Can adapt well to changing circumstances and strategy
Ability to organize, prioritize and schedule work assignments
Ability to make administrative and procedural judgements
Demonstrated ability to handle reporting and analysis
You are a subject matter expert, providing ongoing mentoring and continuous knowledge sharing with the team
You are willing to work closely with our second line of defence (Risk and Compliance) to ensure we meet policies and regulatory requirements
You have excellent communication & interpersonal skills and ability to work with varying stakeholders, both technical team members and business users
Project Management & knowledge of Six Sigma/Lean Processes
Experience in Fintech preferred
Bachelors degree + MBA or equivalent degree from a premier institute is preferred

Guiding and developing a team of quality analysts; responsible for the overall performance management, coordination and evaluation of the team.
Passionately participate in and drive the continuous improvement through ‘kaizen’ and lean projects.
Improving the QA scorecards to capture all new processes and procedures
Making crucial decisions about compliance and other mistakes done by the analysts
Ensuring timely reporting of QA metrics – daily, weekly & monthly
Leading calibration sessions, discussing the QA monthly analyst scorecards with TLs and managers
Identifying process improvements and learning gaps.
Management of agents and all aspects related to their tasks – assisting them with difficult cases and providing guidance where necessary.
Assigning tasks including daily organisation of the workload.
Mentoring employees, monitoring their progress, goals, and removing blockers that prevent them from performing well. Providing guidance and support to agents with their long-term career journey at Tide.
Analysing data and spotting patterns on the basis of audits conducted.
Schedule creation and organisation, a variety of planning tasks.
Liaison between different departments and team leads of other teams – coordinating across different business areas to achieve a common goal.
Participation in the recruitment process and acquisition of new staff in Quality Assurance.

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