Senior QA & HITL Lead - AI-Driven Support

Chip – your wealth app; Greater London; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Salary £35,000 per annum

Discretionary annual bonus

Workplace pension scheme (5%)

Private medical insurance

Employee Assistance Programme

Cycle to work scheme

Season ticket loan

ChipX subscription for UK employees

Flexible working arrangements

28 days holiday + bank holidays + days

Annual training budget

£30 Chip Fitness Benefit

Company laptop

Job summary

Chip – your wealth app is looking for a Senior Quality Analyst to drive Quality Assurance for Customer Support, including AI Agent conversations. You will act as the human-in-the-loop reviewer, assess quality, and feed insights to improve training and calibration of AI agents.

Reporting to the Customer Operations Manager, you’ll ensure every customer interaction meets quality, compliance, and consistency standards.

Qualifications

• Experience in Quality Assurance, ideally in regulated environments such as financial services.
• Strong analytical skills with the ability to interpret data and identify trends.
• Exceptional communication skills for stakeholder engagement and feedback.

Responsibilities

• Oversee QA across Customer Support, Complaints, and outsourced teams, ensuring quality and regulatory compliance.
• Act as HITL reviewer for AI Agent conversations, evaluating accuracy, tone, and customer outcomes.
• Identify performance trends and deliver actionable insights to stakeholders.
• Develop and refine the QA framework for human and AI interactions; present QA findings to leadership.
• Collaborate with Learning & Development to implement targeted training based on QA findings.

Skills

Analytical mindset

Communication skills

Regulatory knowledge

HITL review

Tools

QA tools

CRM systems

Job description

Chip – your wealth app is looking for a Senior Quality Analyst to drive Quality Assurance for Customer Support, including AI Agent conversations. You will act as the human-in-the-loop reviewer, assess quality, and feed insights to improve training and calibration of AI agents.

Reporting to the Customer Operations Manager, you’ll ensure every customer interaction meets quality, compliance, and consistency standards.