Available to hire
Experienced QA Analyst with over 4 years in quality assurance, including 2 years at Tide, specializing in call scoring, feedback implementation, and compliance with regulatory standards. Skilled in identifying process improvements, ensuring accuracy, and supporting teams to maintain high-quality outcomes. Detail-oriented, proactive, and committed to driving operational excellence in fast-paced financial environments.
Language
Bulgarian
Fluent
Czech
Advanced
English
Fluent
Work Experience
Senior QA Analyst at Tide Banking (Tide.co)
July 1, 2025 - PresentRemote oversight of quality assurance initiatives, case reviews, reporting, and coaching. Maintained the knowledge base. Performed deep-dive product analyses and drove process improvements to enhance performance and member experience.
QA Analyst at Tide Banking (Tide.co)
January 1, 2024 - July 1, 2025Reviewed calls and performed spot checks to ensure compliance. Maintained and updated the Confluence knowledge base. Prepared QA reports. Shared process updates with the team and collaborated on cross-functional projects. Supported improved QA score cards and documentation.
Onboarding & Sales Executive - SME at Tide Banking (Tide.co)
December 1, 2022 - January 1, 2024Remote role supporting a community of 1M+ SMEs. Led high-volume inbound and outbound cold calls. Guided members through Tide's product suite with tailored consultations. Supported KYX compliance and created knowledge articles to support the QA team.
QA @ Service Delivery Team at Southernland Global Services
August 1, 2020 - July 1, 2022Monitored and evaluated calls, provided coaching to agents. Led meetings and shared QA insights with stakeholders. Updated knowledge articles and supported client requirements.
Education
Qualifications
Industry Experience
Financial Services, Software & Internet, Professional Services
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