Senior Customer Support Quality Analyst

Responsibilities

• As a Senior Quality Analyst, you’ll be the driving force behind the Quality Assurance function for our Customer Support teams — including our AI Agents
• You’ll play a central role in how we deploy AI responsibly, acting as the human‑in‑the‑loop (HITL) reviewer for our AI Agent conversations: assessing quality, identifying failure patterns, and feeding insights back into how our agents are trained, calibrated, and improved
• Reporting to the Customer Operations Manager, you’ll ensure that every customer interaction — whether handled by a person or an AI — meets our high standards of quality, compliance, and consistency
• With a sharp analytical mindset, you’ll take ownership of QA processes, surface performance trends, and deliver actionable insights to key stakeholders
• Your role will combine operational QA responsibilities with strategic input, helping shape the overall QA framework for Chip as we scale both our human and AI‑assisted support
• Conduct QA reviews across Customer Support, Complaints, and outsourced teams, ensuring compliance with quality standards and regulatory requirements
• Serve as the designated HITL reviewer for AI Agent conversations — evaluating responses for accuracy, tone, compliance, and customer outcomes, and escalating where required
• Identify performance trends and gaps across human and AI‑handled interactions, and deliver actionable insights to key stakeholders
• Provide detailed, constructive feedback to team members and contribute findings to AI Agent calibration and improvement cycles
• Develop and refine the QA framework to cover both human agent and AI Agent interactions, ensuring it remains fit for purpose as our AI capabilities evolve
• Present QA reports — including AI Agent performance data and HITL review findings — to senior leadership
• Collaborate with the Learning & Development Lead to implement targeted training initiatives based on QA findings
• Propose and implement process improvements to enhance quality, efficiency, and compliance across human and AI‑assisted support
• Work closely with CS leadership, frontline agents, and the complaints team to embed QA best practices
• Partner with product and AI governance stakeholders to ensure HITL review outputs inform agent development and risk management
• Serve as the bridge between day‑to‑day QA operations and high‑level strategic initiatives

Work Hours

Monday to Thursday: 9:00 AM – 6:00 PMFriday: 8:00 AM – 4:00 PM

Benefits

• 28 Days of Holidays – Plus Public Holidays: Take 28 days to unwind and recharge, plus all public holidays!
• Private Healthcare with Bupa – Your Health, Our Priority: Get comprehensive care with Vitality’s private healthcare, where your medical history is disregarded, ensuring peace of mind whenever you need it.
• Chip Fitness Benefits – Your Wellbeing, Your Way: Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We’ve got you covered!
• Employee Assistance Programme – We’ve Got Your Back: Access confidential support for personal or work challenges, including mental health resources and practical advice.
• Hybrid Working – Flexibility at Its Best: Work in the office 3 times a week, blending in‑person collaboration with the comfort of home.
• Investing in Your Growth: We support your development with an annual training budget for courses, workshops, or conferences to help you advance your career.
• Pension: We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £50,000. Plan ahead with confidence while you grow your career!
• Company Laptop – Work Anytime, Anywhere: Get a company laptop to stay productive on the go, wherever you are!
• Working Away Policy: Work from anywhere outside the UK for up to 90 days – take your job on the go!
• Cycle to Work Scheme – Ride in Style: Enjoy the Cycle to Work Scheme and pedal your way to a healthier, greener commute.
• Season Ticket Loan

Qualifications and Experience

• Familiarity with QA tools and CRM systems
• Strong analytical skills with the ability to interpret data, identify trends, and deliver actionable insights
• Experience in Quality Assurance, ideally within a regulated environment such as financial services
• Proven knowledge of complaint handling processes, customer experience principles, and industry regulations (e.g., FCA, GDPR, KYC/AML)
• Exceptional communication skills for engaging stakeholders at all levels and providing constructive feedback
• We’re looking for someone who’s not only highly skilled but also genuinely excited about Chip and our mission to build the wealth app of the future
• If you’re analytical, collaborative, and proactive — and you’re curious about how AI is changing customer support — this role puts you at the centre of that shift. You won’t just be reviewing conversations; you’ll be helping shape how our AI Agents serve our members, responsibly and at scale
• We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone

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