At a Glance
- Tasks: Lead quality assurance for customer support and AI interactions, ensuring top-notch service.
- Company: Join a fast-growing fintech startup with a focus on innovation and quality.
- Benefits: Competitive salary, performance bonuses, flexible working, and extensive training budget.
- Other info: Enjoy 28 days holiday, private medical insurance, and a supportive workplace culture.
- Why this job: Make a real impact on customer experience while developing your skills in a dynamic environment.
- Qualifications: Experience in QA, strong analytical skills, and excellent communication abilities.
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 (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
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 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, flexible working arrangements, and a comprehensive benefits package, including private medical insurance and an annual training budget to support your professional growth. Join us in a high-growth fintech environment where your contributions will directly impact our customer support quality and AI capabilities, all while enjoying a supportive and diverse workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Senior QA & AI HITL Lead — Fintech Customer Support
✨Tip Number 1
Network like a pro! Reach out to folks in the fintech space, especially those working in QA or customer support. 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 and analytical prowess. When you get that interview, you’ll have concrete examples to impress the hiring team.
✨Tip Number 3
Stay updated on industry trends! Read up on the latest in AI and customer support. Being knowledgeable about current practices will help you stand out as a candidate who’s ready to contribute from day one.
✨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 genuinely interested in joining our team.
We think you need these skills to ace Senior QA & AI HITL Lead — Fintech Customer Support
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 like fintech. We want to see how your skills align with our needs!
Show Off Your Analytical Skills:Since this role requires a sharp analytical mindset, don’t shy away from showcasing your ability to interpret data and identify trends. Use specific examples from your past experiences to demonstrate this.
Communicate Clearly:Exceptional communication is key! When writing your application, ensure that you convey your thoughts clearly and concisely. We love seeing candidates who can engage stakeholders effectively.
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 at StudySmarter!
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 specific QA processes you've implemented and how they align with compliance standards.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical mindset by discussing past experiences where you identified performance trends or gaps. Use data to back up your insights and show how they led to actionable improvements.
✨Communicate Effectively
Practice articulating your thoughts clearly and constructively. Since you'll be providing feedback to team members and stakeholders, being able to communicate complex ideas simply is key. Think of examples where your communication made a difference.
✨Understand AI in Customer Support
Familiarise yourself with the role of AI in customer support, particularly the human-in-the-loop (HITL) concept. Be prepared to discuss how you would evaluate AI Agent conversations and contribute to their calibration and improvement.
