Senior Customer Support Quality Analyst, Chip
2-3 days a week in office
Savings and investment app
Be an early applicant
Savings and investment app
201-500 employees
Be an early applicant
2-3 days a week in office
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. 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
- We’re looking for someone who’s genuinely excited about Chip and energised by the opportunity to help build the future of wealth, making saving, investing and pensions simpler and more accessible for everyone
- We work in a regulated space, so the bar is high. But we’ve built a team of smart, thoughtful people who care about doing great work and enjoy doing it together. 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
- 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
- Monday to Thursday: 9:00 AM – 6:00 PM
- Friday: 8:00 AM – 4:00 PM (Start your weekend early!)
Application process
- 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.
Chip's popularity has seen some pretty rapid growth too, with users collectively saving more than £800M through the platform. Recently, the company completed a £6M funding round at a valuation of approximately £208M, backed by Channel 5 Ventures alongside its large base of retail investors. Since launching, Chip has raised around £48M through crowdfunding, with nearly 30% of the business owned by everyday investors.
Alongside its funding success, Chip has continued to refine its platform with automated savings tools, tailored investment portfolios, and educational features designed to make wealth-building more accessible. With this fresh capital and growing brand visibility, the company is most certainly going to be a serious force in the increasingly competitive digital wealth management market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 12 rounds)
Sep 2025
$22.5m
LATE VC
Dec 2023
$6.7m
LATE VC
Total funding: $106.1m
Company benefits
- 28 Days of Holidays - Plus Public Holidays: Take 28 days to unwind and recharge, plus all public holidays! We prioritize your work-life balance so you can enjoy life outside of work. 🌟
- Private Healthcare with Bupa - Your Health, Our Priority: Get comprehensive care with Vitality's private healthcare, where your medical history is disregarded, ensuring peace of mind whenever you need it.
- Chip Fitness Benefits - Your Wellbeing, Your Way: Support your fitness and mental wellbeing with access to classes, programs, and personal goals. We've got you covered!
- Employee Assistance Programme - We've Got Your Back: Access confidential support for personal or work challenges, including mental health resources and practical advice. We've got your back!
- Hybrid Working - Flexibility at Its Best: Work in the office 3 times a week, blending in-person collaboration with the comfort of home.
- Investing in Your Growth: We support your development with an annual training budget for courses, workshops, or conferences to help you advance your career.
- Pension: We invest in your future with a workplace pension scheme, contributing 5% on earnings up to £50,000. Plan ahead with confidence while you grow your career!
- Company Laptop - Work Anytime, Anywhere: Get a company laptop to stay productive on the go, wherever you are!
- Working Away Policy: Work from anywhere outside the UK for up to 90 days – take your job on the go!
- Cycle to Work Scheme - Ride in Style: Enjoy the Cycle to Work Scheme and pedal your way to a healthier, greener commute.
- Season Ticket Loan
Company HQ
London, UK
Leadership
Simon Rabin
(Co-Founder & CEO)Prior to co-founding Chip in 2017, Simon co-founded Roamer. They were also a Director at Txt2buy and a Marketing Manager at Unibutler.
Alex Latham
(Co-Founder & CMO)Alex previously worked in Marketing at Maxim and as the Head of Growth at Pineapple Punk.
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