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- 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 employer: Chip UK
Contact Detail:
Chip UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Quality Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already working at Chip. A friendly chat can open doors and give you insider info on what it’s really like to work here.
✨Tip Number 2
Prepare for the interview by diving deep into our AI and customer support processes. Show us you understand how quality assurance plays a role in both human and AI interactions. We love candidates who come ready with insights!
✨Tip Number 3
Don’t just talk about your experience; bring examples! Whether it’s a time you improved a QA process or handled a tricky customer complaint, we want to hear how you made an impact. Real stories resonate more than just buzzwords.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team at Chip.
We think you need these skills to ace Senior Customer Support Quality Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Support Quality Analyst. Highlight your experience in Quality Assurance, especially in regulated environments, and showcase your analytical skills. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about quality assurance and how your background aligns with our mission at StudySmarter. Don’t forget to mention any relevant experience with AI or customer support.
Showcase Your Analytical Skills: Since this role requires a sharp analytical mindset, be sure to include examples of how you've identified trends and delivered actionable insights in your previous roles. We love data-driven decision-making, so let us see your skills in action!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team. We can’t wait to hear from you!
How to prepare for a job interview at Chip UK
✨Know Your QA Basics
Brush up on your Quality Assurance principles, especially in regulated environments. Be ready to discuss how you’ve ensured compliance and quality in past roles, as this will show your understanding of the standards expected in the Senior Customer Support Quality Analyst position.
✨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, as this role heavily relies on interpreting data to improve both human and AI interactions.
✨Communicate Effectively
Practice articulating your thoughts clearly and constructively. Since you'll be providing feedback to team members and presenting reports to senior leadership, showcasing your exceptional communication skills during the interview is crucial.
✨Understand AI Integration
Familiarise yourself with how AI is integrated into customer support. Be prepared to discuss your views on responsible AI deployment and how you would approach the HITL review process, as this will be a key part of your role.