Senior Customer Support Quality Analyst in London

Requirements

• 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

We're looking for someone who's not only highly skilled but also genuinely excited about Chip and our mission to build the wealth app of the future. Technical skills matter, obviously. But they’re not the only thing we hire for. We want real people. People with interests, perspective and personality. The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers. So alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset. People who are good to work with, especially when things get hard.

What the job involves

• 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.

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.

If you're analytical, collaborative, and proactive — and you're curious about how AI is changing customer support — this role puts you at the centre of that shift. You won't just be reviewing conversations; you'll be helping shape how our AI Agents serve our members, responsibly and at scale.