Senior Customer Support Quality Analyst

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.

What you can expect to be doing:

• Quality Assurance Oversight:
  • 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.
• Strategic Contribution:
  • 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.
• Team Leadership and Collaboration:
  • 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.

What we're looking for:

• Experience in Quality Assurance, ideally within a regulated environment such as financial services.
• Strong analytical skills with the ability to interpret data, identify trends, and deliver actionable insights.
• Exceptional communication skills for engaging stakeholders at all levels and providing constructive feedback.
• Proven knowledge of complaint handling processes, customer experience principles, and industry regulations (FCA, GDPR, KYC/AML).
• Familiarity with QA tools and CRM systems.

Perks:

• £35,000 per annum
• Discretionary Performance Related Annual Bonus
• Workplace pension scheme - we invest in your future with a workplace pension scheme, contributing 5% on earnings up to £35,000.
• Private medical insurance (medical history disregarded)
• Employee Assistance Programme
• Cycle to work scheme
• Season ticket loan
• Free ChipX subscription for UK based employees
• We are an equal opportunity employer and value diversity
• Flexible working arrangements
• 28 days holiday plus bank holidays, plus the days between Christmas and New Year
• Annual training budget for courses, workshops, or conferences to help you advance your career.
• £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
• Company laptop

Working Hours

• Monday to Thursday: 9:00 AM - 6:00 PM
• Friday: 8:00 AM - 4:00 PM