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.

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.

Discretionary Performance-Related Annual Bonus
Workplace pension scheme
We invest in your future with a 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 to help you advance your career.
£30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
Company laptop
Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup.

Senior Customer Support Quality Analyst

Key skills