Senior QA Lead – AI & Human Support Excellence

Chip UK; Greater London; Hybrid; GBP 32,000 - 38,000; Full time

Benefits offered by this job

£35,000 per annum

Discretionary Performance-Related ANNU

Workplace pension scheme

Private medical insurance

Employee Assistance Programme

Cycle to work scheme

Season ticket loan

ChipX subscription

28 days holiday + bank holidays

Annual training budget

Company laptop

Job summary

Chip is seeking a Senior Quality Analyst to own the Quality Assurance function for Customer Support teams, including AI Agents. You will serve as the HITL reviewer for AI Agent conversations, assess quality, identify failure patterns, and feed insights back into training and calibration of AI agents.

Reporting to the Customer Operations Manager, you will ensure every customer interaction meets high standards of quality, compliance, and consistency, combining operational QA with strategic input

Qualifications

• 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.

Responsibilities

• 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.

Skills

Quality Assurance

Analytics

Stakeholder communication

CRM systems

Regulatory compliance

Job description

Chip is seeking a Senior Quality Analyst to own the Quality Assurance function for Customer Support teams, including AI Agents. You will serve as the HITL reviewer for AI Agent conversations, assess quality, identify failure patterns, and feed insights back into training and calibration of AI agents.

Reporting to the Customer Operations Manager, you will ensure every customer interaction meets high standards of quality, compliance, and consistency, combining operational QA with strategic input