Senior Customer Support Quality Analyst, Chip
£35k
+ Discretionary Performance-Related Annual Bonus
2-3 days a week in office (Shoreditch, London)
Investing and savings app
Be an early applicant
Investing and savings app
201-500 employees
Be an early applicant
£35k
+ Discretionary Performance-Related Annual Bonus
2-3 days a week in office (Shoreditch, London)
201-500 employees
Company mission
To build wealth for our generation.
Role
Who you are
- 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
- We're looking for someone who's not only highly skilled but also genuinely excited about Chip and our mission to build the wealth app of the future
- Technical skills matter, obviously. But they’re not the only thing we hire for. We want real people. People with interests, perspective and personality. The best teams are made up of individuals who bring different experiences into the room, not just polished CVs and good interview answers
- So alongside the technical side, we’ll be looking for empathy, self-awareness, sound judgement, resilience and a collaborative mindset. People who are good to work with, especially when things get hard
What the job involves
- As a Senior Quality Analyst, you'll be the driving force behind the Quality Assurance function for our Customer Support teams — including our AI Agents
- You'll play a central role in how we deploy AI responsibly, acting as the human-in-the-loop (HITL) reviewer for our AI Agent conversations: assessing quality, identifying failure patterns, and feeding insights back into how our agents are trained, calibrated, and improved
- Reporting to the Customer Operations Manager, you'll ensure that every customer interaction — whether handled by a person or an AI — meets our high standards of quality, compliance, and consistency
- With a sharp analytical mindset, you'll take ownership of QA processes, surface performance trends, and deliver actionable insights to key stakeholders
- Your role will combine operational QA responsibilities with strategic input, helping shape the overall QA framework for Chip as we scale both our human and AI-assisted support
- Quality Assurance Oversight:
- 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
- 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
- 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
- Team Leadership and Collaboration:
- 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
- If you're analytical, collaborative, and proactive — and you're curious about how AI is changing customer support — this role puts you at the centre of that shift
- You won't just be reviewing conversations; you'll be helping shape how our AI Agents serve our members, responsibly and at scale
Application process
- We usually respond within three days
- Video screen with someone from our Talent team
- Video interview with the hiring manager
- Final interview with VP of Customer Support
Salary benchmarks
Our take
Chips offers a free app designed to make saving as easy as spending. Utilising an AI-driven system, the app calculates how much users could save, provides an option to decline, and automatically transfers the selected amount to the user's Chip account, streamlining the saving process.
To date, Chup's users have collectively saved over £800M, showcasing the product's popularity. The enthusiasm for Chip is evident, having raised a total of £43.5M with over 27.5k shareholders.
The company has bolstered its team with strong hires from notable organisations such as Purplebricks, Deposit Solutions, Barclays, Funding Circle, and Monzo, positioning Chip for significant growth. However, the challenge lies in remaining relevant amid a competitive landscape of savings and investment accounts. To address this, Chip continuously innovates its investment product to help users effectively build wealth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 12 rounds)
Sep 2025
$23m
LATE VC
Dec 2023
$6.9m
LATE VC
Total funding: $108.2m
Company benefits
- Discretionary share option bonus
- Workplace pension scheme
- Private medical insurance (medical history disregarded)
- Employee Assistance Programme
- Cycle to work scheme
- Season ticket loan
- Free ChipX subscription for UK-based employees
- We are an equal-opportunity employer and value diversity
- Flexible working arrangements
- Unlimited holiday (policy not to count) ✈️
- Annual £1500 Personal Learning Allowance
- £30 per month Chip Fitness Benefit to suit your Mental/Physical Wellbeing
- Company laptop
Company HQ
London, UK
Leadership
Simon Rabin
(Co-Founder & CEO)Previously co-founded Roamer. Prior to that, they were a Director at Txt2buy and a Marketing Manager at Unibutler.
Alex Latham
(Co-Founder & CMO)Previously worked in Marketing at Maxim and as Head of Growth at Pineapple Punk.
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