Senior Customer Support Quality Analyst

Senior 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 (e.g., FCA, GDPR, KYC/AML).
• Familiarity with QA tools and CRM systems.

What Will Make You Stand Out:

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.

What We're Really Looking For:

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.

We work in a regulated space, so the bar is high. But we've built a team of smart, thoughtful people who care about doing great work and enjoy doing it together. Technical skills matter, obviously. But they're not the only thing we hire for.

We want real people. People with interests, perspective and personality. The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers.

So alongside the technical side, we'll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset. People who are good to work with, especially when things get hard.

Working Hours

• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!

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. Plan ahead with confidence while you grow your career!
• 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
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup

Our Interview Process:

1. Video screen with someone from our Talent team
2. Video interview with the hiring manager
3. Final interview with VP of Customer Support

About Chip

Chip's mission is to make your life wealthy

We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.

We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.

The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.

Our Vision

To be the most personal digital wealth manager in the UK

Who We Are

Chip has a creative and diverse team of 180, from all different backgrounds and industries. We're driven and passionate people, but no one takes themselves too seriously.

Don't just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric