At a Glance
- Tasks: Drive quality assurance for customer support and AI interactions, ensuring top-notch service.
- Company: Join a forward-thinking company focused on innovative customer support solutions.
- Benefits: Competitive salary, performance bonuses, private medical insurance, and flexible working arrangements.
- Other info: Enjoy 28 days holiday, training budgets, and a supportive work culture.
- Why this job: Shape the future of customer support while working with cutting-edge AI technology.
- Qualifications: Experience in quality assurance and strong analytical skills required.
The predicted salary is between 35000 - 35000 £ per year.
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
Senior Customer Support Quality Analyst in England employer: Chip UK
At Chip, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Senior Customer Support Quality Analyst, you'll not only play a pivotal role in enhancing our customer interactions but also benefit from a range of perks including flexible working arrangements, a generous training budget, and a commitment to your personal and professional growth. Join us in shaping the future of AI-assisted support while enjoying a supportive environment that values diversity and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Quality Analyst in England
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or at industry events. Ask them about their experiences and get the inside scoop on what it’s really like to work at Chip. This can give you a leg up when it comes to interviews.
✨Tip Number 2
Prepare for your interview by diving deep into the company’s values and mission. Show us how your skills in Quality Assurance align with our goals, especially around AI and customer support. Tailor your examples to highlight your analytical mindset and strategic contributions.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your experience in QA and how you’ve driven improvements in past roles. The more comfortable you are, the better you’ll perform!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in joining the Chip team. Let’s make it happen!
We think you need these skills to ace Senior Customer Support Quality Analyst in England
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in Quality Assurance, especially in regulated environments. We want to see how your skills align with our needs, so don’t hold back on showcasing your analytical mindset!
Showcase Your Communication Skills:Since you'll be engaging with stakeholders at all levels, it's crucial to demonstrate your exceptional communication skills. Use clear and concise language in your application to reflect how you can provide constructive feedback and collaborate effectively.
Highlight Relevant Experience:Don’t forget to mention any experience you have with complaint handling processes and industry regulations like FCA or GDPR. This will show us that you understand the landscape we operate in and can hit the ground running.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at Chip UK
✨Know Your QA Basics
Before the interview, brush up on your Quality Assurance principles, especially in regulated environments. Be ready to discuss how you’ve applied these in past roles, particularly in customer support or financial services.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical mindset by discussing specific examples where you've identified performance trends or gaps. Use data to back up your insights and be ready to explain how you would apply this in the role.
✨Communicate Effectively
Practice articulating your thoughts clearly and concisely. Since the role involves engaging with stakeholders at all levels, think of examples where your communication made a difference, especially when providing constructive feedback.
✨Understand AI in Customer Support
Familiarise yourself with how AI is used in customer support, particularly the human-in-the-loop (HITL) concept. Be prepared to discuss how you would evaluate AI interactions and contribute to their improvement based on your QA findings.
