At a Glance
- Tasks: Drive Quality Assurance for Customer Support, ensuring high standards and compliance.
- Company: Join Chip, a forward-thinking company revolutionising wealth management.
- Benefits: Competitive salary, flexible working, and opportunities for personal growth.
- Other info: Collaborative environment with a focus on empathy and diverse perspectives.
- Why this job: Be at the forefront of AI in customer support and make a real impact.
- Qualifications: Experience in Quality Assurance and strong analytical skills required.
The predicted salary is between 40000 - 50000 € per year.
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
- Empathy, self-awareness, sound judgement, resilience, and a collaborative mindset
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.
Senior Customer Support Quality Analyst employer: Deepstreamtech
At Chip, we pride ourselves on being an exceptional employer that fosters a vibrant and inclusive work culture. As a Senior Customer Support Quality Analyst, you'll not only have the opportunity to drive quality assurance in a cutting-edge environment but also benefit from our commitment to employee growth through targeted training initiatives and collaborative teamwork. With a focus on innovation and a mission to revolutionise financial services, working at Chip means being part of a dynamic team that values diverse perspectives and encourages personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Support Quality Analyst
✨Tip Number 1
Get to know the company culture! Before your interview, dive into Chip's mission and values. Show us that you're not just a fit on paper but that you genuinely resonate with what we stand for. This will help you connect with us on a personal level.
✨Tip Number 2
Prepare to showcase your analytical skills! Bring examples of how you've used data to drive decisions in previous roles. We love seeing candidates who can interpret trends and deliver insights, so be ready to discuss your thought process.
✨Tip Number 3
Practice your communication skills! Since you'll be engaging with stakeholders at all levels, think about how you can convey complex ideas simply. Role-play scenarios where you provide feedback or present findings to ensure you're comfortable.
✨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 us that you’re proactive and really interested in joining our team.
We think you need these skills to ace Senior Customer Support Quality Analyst
Some tips for your application 🫡
Show Your Analytical Skills:Make sure to highlight your experience in Quality Assurance, especially if you've worked in regulated environments like financial services. We want to see how you interpret data and identify trends, so don’t hold back on sharing specific examples!
Communicate Clearly:Exceptional communication is key for us! When writing your application, engage us with clear and concise language. Share how you've provided constructive feedback in the past and how you’ve engaged with stakeholders at different levels.
Demonstrate Your Knowledge:We’re looking for someone who knows their stuff when it comes to complaint handling processes and industry regulations. Make sure to mention any relevant experience with FCA, GDPR, or KYC/AML to show us you’re the right fit!
Be Yourself:We value personality just as much as technical skills. Let your unique perspective shine through in your application. We want to know what makes you tick and how you can contribute to our mission at Chip. Apply through our website and let’s get to know the real you!
How to prepare for a job interview at Deepstreamtech
✨Know Your QA Stuff
Make sure you brush up on your Quality Assurance knowledge, especially in regulated environments like financial services. Be ready to discuss specific QA tools and CRM systems you've used, and how they relate to the role at Chip.
✨Show Off Your Analytical Skills
Prepare to demonstrate your analytical prowess by discussing past experiences where you've interpreted data and identified trends. Think of examples where your insights led to actionable changes, especially in customer support or complaint handling.
✨Communicate Like a Pro
Since exceptional communication is key, practice articulating your thoughts clearly and constructively. Be prepared to engage with hypothetical scenarios where you might need to provide feedback to stakeholders at various levels.
✨Emphasise Your Collaborative Spirit
Chip values teamwork, so come ready to share examples of how you've worked collaboratively in the past. Highlight instances where you've partnered with different teams to improve processes or outcomes, especially in challenging situations.
