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For Companies At a Glance
- Tasks: Revolutionise quality assurance using AI to enhance customer interactions and back-office processes.
- Company: Join Zopa, a pioneering bank transforming finance with a people-centred approach.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of AI innovation in finance and make a real impact.
- Qualifications: Strong skills in SQL and Python; passion for problem-solving and operational excellence.
- Other info: Collaborative environment with a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Senior AI Analyst – QA role at Zopa Bank.
Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. In 2020 we launched Zopa Bank, a bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance, with a people-centered vision to move finance forward. Find out more about our offerings at Zopa.com.
We’re proud of our achievements and believe the amazing team here makes it possible. If you embrace unconventional challenges, think differently, and are driven to make an outsized impact, you’ll thrive at Zopa.
The Opportunity
This is a newly created role with significant scope for impact. You’ll be at the forefront of reimagining how Zopa ensures exceptional customer outcomes across all operations.
Currently, our QA team manually evaluates customer interactions—from staff and chatbot conversations to back-office processes—assessing quality across customer experience, compliance, and security. While effective, this manual approach limits coverage and speed of insight.
The Vision
We’ve launched an ambitious pilot to harness GenAI for automated, scalable QA. You’ll help realize our long-term vision: AI-powered scorecards and analytics evaluating 100% of customer contacts (chat and telephony) and back-office tasks, surfacing issues in real time and uncovering opportunities to enhance processes and agent performance.
What We\’re Looking For
A natural problem solver with strong technical capabilities and a genuine interest in operational excellence. You thrive in fast-paced environments and are energized by building something transformative from the ground up. If you’re ready for a career-defining challenge where you’ll shape the future of quality assurance, we want to hear from you.
A day in the life
- Build Understanding of Operations: Work with the QA team and Operations to understand processes being evaluated and what good looks like.
- Customer Interaction Evaluations: Introduce AI scorecards to evaluate 100% of customer contacts (chat and telephony) using Python and prompt engineering.
- Back Office/Non-Customer-Facing Activities: Apply AI and analytics to evaluate 100% of both manual and automated back-office tasks to ensure they are performed correctly.
- Evaluation and Optimisation of AI performance: Design evaluations and metrics to ensure AI is performing as expected and monitor ongoing performance.
- Surfacing and Analysing Results: Use SQL, Python, and Tableau to make data accessible and actionable for stakeholders, identifying patterns and issues.
- Regulatory Issues: Highlight potential customer detriment or regulatory breaches for swift manual review and remediation.
- Effective Agent Performance Insight: Provide dashboards and actionable insights with commentary and recommended actions for management and agents.
- Real-time QA: Collaborate with product, engineering and data science to roadmap real-time QA enabling in-the-moment corrections.
- Stakeholder Collaboration: Partner with Operations, Risk & Compliance, Product, and Customer Experience to translate QA insights into business improvements and regulatory alignment.
- Change Enablement: Embed AI-driven QA insights into training, process redesign, and product roadmaps with measurable value.
About You
- Strong technical skills with hands-on SQL and Python; understanding of APIs and architectural design.
- Versatile problem-solver motivated by impact and results.
- Experience or demonstrated interest in Operations and using data and new technologies to solve operational challenges.
- Experience or interest in GenAI and mining insights from unstructured data to automate processes.
- Exposure to Tableau or other BI tools and ability to build dashboards or visualisations.
- Willingness to learn new tools and develop technical skills independently.
- Strong attention to detail and accuracy in handling complex data.
- Ability to translate data findings into clear, actionable recommendations for technical and non-technical audiences.
- Confidence building relationships with senior stakeholders and influencing them with data-backed insights.
Working arrangements: Hybrid role requiring 2-3 days per week in the London office. Option to work from abroad for up to 120 days per year. Subject to right to work in the country of choice.
Diversity Statement
Zopa is committed to a workplace free from discrimination. We value diversity of experience and backgrounds and offer reasonable adjustments in our hiring process.
Job metadata
- Seniority level: Not Applicable
- Employment type: Full-time
- Job function: Quality Assurance
- Industries: Financial Services, IT Services and IT Consulting, and Banking
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Senior AI Analyst employer: Zopa Bank
Contact Detail:
Zopa Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior AI Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees at Zopa on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Senior AI Analyst role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by diving deep into Zopa's mission and values. Understand how your skills in Python, SQL, and AI can contribute to their vision of transforming finance. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your problem-solving skills! Since they’re looking for a natural problem solver, be ready to tackle some real-world scenarios during your interview. Think through how you would apply AI to enhance customer interactions and back-office processes.
✨Tip Number 4
Don’t forget to showcase your passion for operational excellence! Share examples from your past experiences where you’ve used data and new technologies to solve challenges. This will help you stand out as someone who’s ready to make an impact at Zopa.
We think you need these skills to ace Senior AI Analyst
Some tips for your application 🫡
Show Your Passion for AI: When writing your application, let your enthusiasm for AI and its potential in quality assurance shine through. We want to see how you can bring innovative ideas to the table and help us redefine customer experiences at Zopa.
Be Specific About Your Skills: Make sure to highlight your technical skills, especially in SQL and Python. We love seeing concrete examples of how you've used these tools to solve problems or improve processes in your previous roles.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Senior AI Analyst role. Show us how your experience aligns with our vision and the challenges we face.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us that you’re serious about joining our team at Zopa!
How to prepare for a job interview at Zopa Bank
✨Know Your Tech Inside Out
Make sure you brush up on your SQL and Python skills before the interview. Zopa is looking for someone with strong technical capabilities, so be ready to discuss your experience with these tools and how you've used them to solve operational challenges.
✨Understand Zopa's Vision
Familiarise yourself with Zopa's mission to redefine finance. Be prepared to share your thoughts on how AI can enhance customer interactions and improve quality assurance processes. Showing that you align with their people-centred vision will set you apart.
✨Prepare for Problem-Solving Questions
Expect to face questions that assess your problem-solving abilities. Think of examples where you've tackled complex issues using data and new technologies. Highlight your versatility and how you’ve made an impact in previous roles.
✨Showcase Your Collaboration Skills
Zopa values teamwork, especially in a hybrid environment. Be ready to discuss how you've collaborated with different teams, such as Operations or Product, to translate insights into actionable improvements. This will demonstrate your ability to build relationships and influence stakeholders.
