At a Glance
- Tasks: Drive quality assurance for customer support and AI interactions, ensuring top-notch service.
- Company: Join a forward-thinking company in Shoreditch focused on innovative customer support solutions.
- Benefits: Enjoy a competitive salary, performance bonuses, private medical insurance, and flexible working.
- Other info: Collaborative environment with opportunities for professional growth and development.
- Why this job: Make a real impact by shaping the future of AI-assisted customer support.
- Qualifications: Experience in quality assurance and strong analytical skills are essential.
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.
Senior Customer Support Quality Analyst Customer Support · Shoreditch · in London employer: Chip UK
Chip UK is an excellent employer that fosters a dynamic and innovative work culture, where Strategy Associates play a pivotal role in shaping the future of the company. With a competitive salary, annual bonuses, and ample opportunities for professional growth, employees are encouraged to think creatively and contribute to high-impact initiatives. Located in a vibrant area, Chip UK offers a collaborative environment that values entrepreneurial spirit and empowers its team members to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Quality Analyst Customer Support · Shoreditch · in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chip UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chip UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Support Quality Analyst Customer Support · Shoreditch · in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chip UK:Your cover letter is your chance to shine! Tell us why you want to work at Chip UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chip UK!
How to prepare for a job interview at Chip UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
