At a Glance
- Tasks: Lead Quality Assurance for Customer Support and AI Agents, ensuring top-notch service.
- Company: Join a fast-growing fintech startup with a focus on innovation and quality.
- Benefits: Competitive salary, performance bonuses, private medical insurance, and flexible working.
- Other info: 28 days holiday, training budget, and a supportive team culture.
- Why this job: Make a real impact on customer experience while shaping AI technology.
- Qualifications: Experience in QA, strong analytical skills, and excellent communication.
The predicted salary is between 35000 - 35000 £ per year.
Role Overview
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.
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
- 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
Working Hours
- Monday to Thursday: 9:00 AM – 6:00 PM
- Friday: 8:00 AM – 4:00 PM
Equal opportunities
We are an equal‑opportunity employer and value diversity. We encourage applications from people irrespective of gender, race, sexual orientation, religion, age, disability status or caring responsibilities.
Senior QA & AI HITL Lead — Fintech Customer Support in London employer: Chip
At Chip, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Senior QA & AI HITL Lead, you'll enjoy a competitive salary, comprehensive benefits including private medical insurance and a generous training budget, and the opportunity to make a significant impact in a fast-growing fintech environment. Our commitment to employee growth, flexible working arrangements, and a diverse workplace ensures that you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Senior QA & AI HITL Lead — Fintech Customer Support in London
✨Tip Number 1
Network like a pro! Reach out to folks in the fintech space, especially those in QA roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your QA experience, especially with AI and customer support. This will give you an edge during interviews.
✨Tip Number 3
Practice makes perfect! Mock interviews can help you nail down your responses, especially around your analytical skills and how you handle feedback. Get a mate to help out!
✨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, we love seeing candidates who are proactive!
We think you need these skills to ace Senior QA & AI HITL Lead — Fintech Customer Support in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior QA & AI HITL Lead. Highlight your experience in Quality Assurance, especially in regulated environments like fintech. We want to see how your skills align with our needs!
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 AI in customer support. Share specific examples of how you've driven improvements in previous roles — we love a good story!
Show Off Your Analytical Skills:Since this role requires a sharp analytical mindset, don’t forget to showcase your ability to interpret data and identify trends. Include any relevant tools or methodologies you’ve used in past QA roles — we’re keen to see your expertise!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you’re serious about joining the StudySmarter team!
How to prepare for a job interview at Chip
✨Know Your QA Basics
Brush up on your Quality Assurance fundamentals, especially in a regulated environment like fintech. Be ready to discuss how you ensure compliance with quality standards and regulatory requirements, as this will show your understanding of the role's core responsibilities.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical mindset by discussing past experiences where you've identified performance trends or gaps. Use specific examples to illustrate how your insights led to actionable improvements, particularly in AI and human interactions.
✨Communicate Effectively
Since exceptional communication is key for this role, practice articulating your thoughts clearly and constructively. Think about how you would provide feedback to team members or present QA reports to senior leadership, and be ready to engage in discussions about stakeholder collaboration.
✨Familiarise Yourself with Tools
Get acquainted with common QA tools and CRM systems that are relevant to the role. If you have experience with specific tools, be prepared to discuss how you've used them to enhance quality and efficiency in previous positions.
