Senior QA & AI HITL Lead - Customer Support

Chip; England; On-site; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Workplace pension scheme

Private medical insurance

Cycle to work scheme

Season ticket loan

ChipX subscription

Job summary

Chip is hiring a Senior Quality Analyst to drive QA for customer support, including AI agents. You will act as HITL reviewer, assess quality and compliance, and feed insights to improve training and calibration of AI agents.

You will surface trends, provide feedback, and shape the QA framework across human and AI interactions. Reporting to the Customer Operations Manager, you’ll present findings to senior leadership, collaborate with Learning & Development, and help embed QA best practices

Qualifications

• Experience in Quality Assurance, ideally within a regulated environment such as financial services.
• Strong analytical skills to interpret data, identify trends, and deliver actionable insights.
• Exceptional communication skills for engaging stakeholders at all levels.
• Familiarity with complaint handling processes, customer experience principles, and regulations (e.g., FCA, GDPR, KYC/AML).
• Familiarity with QA tools and CRM systems.

Responsibilities

• Quality Assurance Oversight: Conduct QA reviews across Customer Support, Complaints, and outsourced teams, ensuring compliance with quality standards and regulatory requirements.
• Quality Assurance Oversight: Serve as the designated HITL reviewer for AI Agent conversations — evaluating responses for accuracy, tone, compliance, and customer outcomes, and escalating where required.
• Quality Assurance Oversight: Identify performance trends and gaps across human and AI-handled interactions, and deliver actionable insights to key stakeholders.
• Quality Assurance Oversight: 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.
• Strategic Contribution: Present QA reports — including AI Agent performance data and HITL review findings — to senior leadership.
• Strategic Contribution: Collaborate with the Learning & Development Lead to implement targeted training initiatives based on QA findings.
• Strategic Contribution: 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.
• Team Leadership and Collaboration: Partner with product and AI governance stakeholders to ensure HITL review outputs inform agent development and risk management.
• Team Leadership and Collaboration: Serve as the bridge between day-to-day QA operations and high-level strategic initiatives.

Skills

Analytical skills

Communication skills

QA tools

CRM systems

Tools

QA tools

CRM systems

Job description

Chip is hiring a Senior Quality Analyst to drive QA for customer support, including AI agents. You will act as HITL reviewer, assess quality and compliance, and feed insights to improve training and calibration of AI agents.

You will surface trends, provide feedback, and shape the QA framework across human and AI interactions. Reporting to the Customer Operations Manager, you’ll present findings to senior leadership, collaborate with Learning & Development, and help embed QA best practices