Senior Customer Support Quality Analyst

Responsibilities

• 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
• 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
• 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
• 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

Monday to Thursday: 9:00 AM – 6:00 PM
Friday: 8:00 AM – 4:00 PM

• 28 Days of Holidays
  - Plus Public Holidays:
  Take 28 days to unwind and recharge, plus all public holidays!
• 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.
• Chip Fitness Benefits
  - Your Wellbeing, Your Way:
  Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We’ve got you covered!
• Employee Assistance Programme
  - We’ve Got Your Back:
  Access confidential support for personal or work challenges, including mental health resources and practical advice.
• 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

• Familiarity with QA tools and CRM systems
• Strong analytical skills with the ability to interpret data, identify trends, and deliver actionable insights
• Experience in Quality Assurance, ideally within a regulated environment such as financial services
• Proven knowledge…