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: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with potential for significant impact as we scale our operations.
- Why this job: Be at the forefront of AI and customer support, making a real difference in user experience.
- Qualifications: Strong analytical skills and experience in quality assurance or customer support.
The predicted salary is between 45000 - 55000 £ 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.
Senior Customer Support Quality Analyst employer: Chip
At Chip, we pride ourselves on fostering a dynamic and inclusive work environment where innovation thrives. As a Senior Customer Support Quality Analyst, you'll not only contribute to the quality assurance of our cutting-edge AI technology but also enjoy ample opportunities for professional growth and development. Our commitment to employee well-being is reflected in our supportive culture, competitive benefits, and the chance to make a meaningful impact in a rapidly evolving industry.
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 current employees at the company you're eyeing, especially in roles similar to the Senior Customer Support Quality Analyst. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for interviews by brushing up on your analytical skills and understanding of QA processes. Be ready to discuss how you've identified performance trends in past roles and how you can apply that to our AI Agent conversations.
✨Tip Number 3
Showcase your passion for quality assurance! During interviews, share specific examples of how you've improved QA frameworks or provided actionable insights in previous positions. This will demonstrate your strategic mindset.
✨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 you're genuinely interested in joining 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 is tailored to the Senior Customer Support Quality Analyst role. Highlight your experience in quality assurance, especially with AI and customer support. 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 how you can contribute to our team. Be sure to mention any relevant experience with AI agents or customer interactions.
Showcase Analytical Skills:Since this role requires a sharp analytical mindset, make sure to showcase your analytical skills in your application. Provide examples of how you've identified trends or improved processes in previous roles — we love data-driven insights!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out!
How to prepare for a job interview at Chip
✨Know Your QA Standards
Before the interview, brush up on quality assurance standards relevant to customer support. Familiarise yourself with compliance requirements and how they apply to both human and AI interactions. This will show that you understand the importance of maintaining high-quality standards.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've identified performance trends or gaps in previous roles. Use data to back up your insights and demonstrate how your analytical mindset has led to improvements in QA processes. This will highlight your ability to contribute strategically.
✨Prepare for HITL Scenarios
Since you'll be acting as a human-in-the-loop reviewer, think about potential scenarios involving AI Agent conversations. Prepare to discuss how you would evaluate responses for accuracy and tone, and how you would provide constructive feedback. This will illustrate your hands-on approach to quality assurance.
✨Engage with Stakeholders
During the interview, emphasise your experience in collaborating with various stakeholders. Discuss how you've presented QA reports or findings to senior leadership in the past. This will demonstrate your ability to communicate effectively and influence decision-making within the organisation.
