Senior Customer Support Quality Analyst

Senior Customer Support Quality Analyst At Chip, our mission is to make our customers wealthier. An app to build your long-term wealth across savings, investments and pensions. We usually respond within three days 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. What Will Make You Stand Out: 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. 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. What we’re really looking for: ✍️ We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone. We work in a regulated space, so the bar is high. But we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it together. 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. ⏰ Working Hours ⏰ Monday to Thursday: 9:00 AM – 6:00 PM Friday: 8:00 AM – 4:00 PM (Start your weekend early!) Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend! 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 . Plan ahead with confidence while you grow your career! 🚀 Private medical insurance (medical history disregarded) Employee Assistance Programme Cycle to work scheme Season ticket loan Free ChipX subscription for UK-based employees We are an equal-opportunity employer and value diversity 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 🚀 Our Interview Process: 📖 Video screen with someone from our Talent team Video interview with the hiring manager Final interview with VP of Customer Support About Chip Chip’s mission is to make your life wealthy We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions. We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth. The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose. Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip. Our vision To be the most personal digital wealth manager in the UK Who we are Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously. Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022, 2024 & 2025 British Bank Awards. Our Values Be ACCOUNTABLE Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible Be BOLD Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers Be COLLABORATIVE Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together Equal Opportunities We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities. Note to Agencies Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip. Department Customer Support Role Senior Quality Analyst Locations Shoreditch Remote status Hybrid Shoreditch Perks & Benefits 🌴 28 Days of Holiday – Plus Public Holidays! ✈️ Take 28 days to unwind and recharge, plus all public holidays! We prioritise your work-life balance so you can enjoy life outside of work. 🌟 💪 Chip Fitness Benefit – Your Wellbeing, Your Way! 🧠Fitness & Wellbeing 🏋️ Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We've got you covered! 🏠 Hybrid Working – Flexibility at Its Best! 💻 Work in the office 3 times a week, blending in-person collaboration with the comfort of home. 🎓 Investing in Your Growth! 🌱 We support your development with an annual training budget for courses, workshops, or conferences to help you advance your career. Pension 💰 We invest in your future with a workplace pension scheme , contributing 5% on earnings up to £50,000 . Plan ahead with confidence while you grow your career! 🚀 💻 Company Laptop – Work Anytime, Anywhere! 🌍 Get a company laptop to stay productive on the go, wherever you are! 🌍 Working Away Policy ✈️ Work from anywhere outside the UK for up to 90 days – take your job on the go! 🚲 Cycle to Work Scheme – Ride in Style! Enjoy the Cycle to Work Scheme and pedal your way to a healthier, greener commute. 🎫 Season Ticket Loan 🚆 💼 Employee Assistance Programme – We've Got Your Back! 🤗 Access confidential support for personal or work challenges, including mental health resources and practical advice. We've got your back! 🌱 🩺 Private Healthcare with Bupa – Your Health, Our Priority! 🌱 Get comprehensive care with Vitality's private healthcare, where your medical history is disregarded, ensuring peace of mind whenever you need it. Equal Opportunities We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities . About Chip What is Chip? Chip is your wealth app. It gives you one easy place for your savings and investments. So you can build, manage and grow your long term wealth. Our mission and history Our mission is to make our customers wealthy. We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions. We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth. The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 300,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose. Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip. Our vision We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing. We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way. In practical terms this means adding more savings accounts and investment opportunities for Chip members to passively grow their wealth, combined with intelligent tools and intuitive features to make it easier for them to actively build up their wealth. We’re all huge believers in making managing wealth more effortless, and as automated as possible. So everyone can feel empowered to focus on achieving the things that really matter to them. Chip Financial Ltd (“Chip”) is registered in England and Wales, registration number: #10113174 Our registered office is: Sixth Floor, Fora Montacute Yards, 186 Shoreditch High Street, London, E1 6HU Note that Chip is not a bank, meaning that we do not have physical branches, issue debit bank cards nor are you able to access your Chip money via ATMs. Chip does not provide financial advice and our services are only available via the Chip app. Savings Chip is a trading name of Chip Financial Ltd and is authorised by the Financial Conduct Authority under the Payment Services Regulation 2017 for the provision of payment services. Firm Reference Number 911255. Only eligible deposits held in the Chip Savings Accounts (powered by ClearBank) are covered by the Financial Services Compensation Scheme (“FSCS”) subject to eligibility. To find out more and to check your eligibility please visit: fscs.org.uk/about-us/. You are covered up to £85,000 per bank whether your deposits are made via Chip or not. ClearBank is responsible for the provision of the Chip Instant Access Account, the Easy Access Account, the Chip Prize Savings Account & the Chip Cash ISA. This means deposits held across these accounts would be eligible for a total of £85,000 of FSCS protection ONLY. Whilst your money is being processed it is held in a Chip Safeguarded Account, which is safeguarded through the FCA’s safeguarding rules. In the unlikely event that ClearBank or Chip were to fail, and your funds were in the safeguarded client money account, then your funds are FSCS eligible and you can make a claim via FSCS. For more information, please visit: https://getchip.uk/how-we-protect-your-money and FSCS website ( fscs.org.uk ) ‍ Investments For our Investment Platform business, only Chip Financial (Investments) Ltd is authorised and regulated by the Financial Conduct Authority, under Firm Reference Number 1005114. Seccl Custody Limited acts as the custodian for the money held in a Stocks and Shares ISA or General Investment Account (GIA) with Chip. We use Seccl to provide the behind the scenes technology that powers our investment platform, and Seccl is responsible for holding your cash and investments. In the unlikely event Seccl Custody Limited or Chip Financial (Investments) Ltd is declared to be in default and cannot meet our obligations, you may be able to claim compensation. If you are eligible, you could make a claim for up to £85,000 by the Financial Services Compensation Scheme (FSCS) under their Investment Scheme. It’s important to understand that the FSCS doesn’t cover you in the event that your investments go down and you get back less than what you put in. Further information is available from the FSCS website fscs.org.uk). When investing your capital is at risk, and the value of your investments can go up as well as down and you may receive less than your original investment. Past performance is not a reliable indicator of future performance. Chip does not provide investment advice, and you as an individual investor should make your own decisions or seek professional independent advice. Prize Savings Account (“PSA”) T&Cs, eligibility criteria and minimum average balance of £100 applies. FSCS limits of £85,000 apply to eligible deposits. Prizes are not cash and are applied to your PSA as a bonus. Prizes become cash once you withdraw your entire PSA balance into your linked bank account. Prizes are not eligible for FSCS protection. This account does not offer interest. For current prize values, entry and eligibility criteria and how to opt-out see: getchip.uk/legal/prize-savings-account-terms. You can opt out of any or all prize draws at any time by contacting our Customer Success team via our in-app chat, or emailing support on [email protected]. If you have opted out, you can opt back in at any time via the same channels. You acknowledge that if you opt out, you will no longer be eligible for entry into prize draws. The PSA and prize draws are offered and managed by Chip. ClearBank is responsible for only the provision of the account and holding your funds which are FSCS protected (subject to eligibility) You are covered up to £85,000 per bank whether your deposits are made via Chip or not. ClearBank is responsible for the provision of the Chip Instant Access Account, the Easy Access Account, the Chip Prize Savings Account & the Chip Cash ISA. This means deposits held across these accounts would be eligible for a total of £85,000 of FSCS protection ONLY. Whilst your money is being processed it is held in a Chip Safeguarded Account, which is safeguarded through the FCA’s safeguarding rules. In the unlikely event that ClearBank or Chip were to fail, and your funds were in the safeguarded client money account, then your funds are FSCS eligible and you can make a claim via FSCS. For more information, please visit: https://getchip.uk/how-we-protect-your-money and FSCS website ( fscs.org.uk ) Chip Cash ISA Your Chip Cash ISA is a cash ISA provided by ClearBank Limited, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority under registration number 754568. ClearBank Limited is approved by His Majesty’s Revenue and Customers (“HMRC”) for the purposes of the Individual Savings Accounts Regulations 1998 as an ISA manager. ClearBank Limited is registered in England and Wales under company number 09736376 with registered office: ClearBank, Borough Yards, 13 Dirty Lane, London, SE1 9PA. You are covered up to £85,000 per bank whether your deposits are made via Chip or not. ClearBank is responsible for the provision of the Chip Instant Access Account, the Easy Access Account, the Chip Prize Savings Account & the Chip Cash ISA. This means deposits held across these accounts would be eligible for a total of £85,000 of FSCS protection ONLY. Whilst your money is being processed it is held in a Chip Safeguarded Account, which is safeguarded through the FCA’s safeguarding rules. In the unlikely event that ClearBank or Chip were to fail, and your funds were in the safeguarded client money account, then your funds are FSCS eligible and you can make a claim via FSCS. For more information, please visit: https://getchip.uk/how-we-protect-your-money and FSCS website ( fscs.org.uk ) Founded in 2016 Co-workers 180