Senior Customer Support Quality Analyst

Chip - your wealth app

. Conduct QA reviews across Customer Support, Complaints, and outsourced teams .

Posted 9/17/2026full-timeLondon • United KingdomSenior💰 £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Quality Assurance within regulated environments, focusing on compliance, analytical insights, and effective communication with stakeholders. Proficient in evaluating AI interactions and implementing process improvements to enhance customer support quality.

Highest-signal resume keywords

Quality Assurance ExperienceRegulatory Compliance KnowledgeAnalytical SkillsExceptional Communication SkillsFamiliarity with QA Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Quality AssuranceData InterpretationTrend AnalysisComplaint Handling ProcessesCustomer Experience PrinciplesAI EvaluationQA Framework DevelopmentProcess ImprovementRegulatory RequirementsActionable Insights Delivery

Soft Skills

EmpathySelf-AwarenessSound JudgementResilienceCollaborative Mindset

Tools & Technologies

QA ToolsCRM Systems

Industry Keywords

FCAGDPRKYCAMLFinancial Services

About the role

Key responsibilities & impact

Conduct QA reviews across Customer Support, Complaints, and outsourced teams
Ensure compliance with quality standards and regulatory requirements
Serve as the designated human-in-the-loop reviewer for AI Agent conversations
Evaluate AI responses for accuracy, tone, compliance, and customer outcomes
Escalate issues where required
Identify performance trends and gaps across human- and AI-handled interactions
Deliver actionable insights to key stakeholders
Provide detailed, constructive feedback to team members
Contribute findings to AI Agent calibration and improvement cycles
Develop and refine the QA framework for human and AI Agent interactions
Present QA reports and HITL review findings to senior leadership
Collaborate with the Learning & Development Lead on targeted training initiatives
Propose and implement process improvements for quality, efficiency, and compliance
Work with CS leadership, frontline agents, and the complaints team to embed QA best practices
Partner with product and AI governance stakeholders on agent development and risk management
Bridge day-to-day QA operations and strategic initiatives
Report to the Customer Operations Manager

Requirements

What you’ll need

Experience in Quality Assurance, ideally within a regulated environment such as financial services
Strong analytical skills, including interpreting data, identifying trends, and delivering 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 such as FCA, GDPR, and KYC/AML
Familiarity with QA tools and CRM systems
Analytical, collaborative, and proactive approach
Curiosity about AI and its impact on customer support
Empathy, self-awareness, sound judgement, resilience, and a collaborative mindset

Benefits

Comp & perks

Discretionary Performance-Related Annual Bonus
Workplace pension scheme, contributing 5% on earnings up to £35,000
Private medical insurance (medical history disregarded)
Employee Assistance Programme
Cycle to work scheme
Season ticket loan
Free ChipX subscription for UK-based employees
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
£30 per month Chip Fitness Benefit
Company laptop
Opportunity to have a huge impact on the product while fast-tracking knowledge, responsibility and skills
Hybrid working: work in the office 3 times a week
Working from anywhere outside the UK for up to 90 days