Senior Quality Analyst

As a Senior Quality Analyst, you’ll be the driving force behind the Quality Assurance (QA) function for our Customer Support (CS) and Complaints teams, including outsourced partners. Reporting to the Customer Operations Manager, you’ll focus on ensuring that customer interactions meet our high standards of quality, compliance, and consistency.

With an analytical mindset, you’ll take ownership of QA processes, identifying performance trends, and offering actionable insights to key stakeholders. You’ll contribute to continuous improvement by collaborating across teams to enhance customer experiences. Additionally, you’ll oversee and mentor a Junior Quality Analyst, ensuring day-to-day QA activities align with strategic goals.

Your role will combine operational QA responsibilities with leadership and strategic input, helping shape the overall QA framework for Chip.

What you can expect to be doing:

- Quality Assurance Oversight:

• Conduct QA reviews for Customer Support, Complaints, and outsourced teams, ensuring compliance with quality standards and regulatory requirements.
• Identify performance trends and gaps, and deliver actionable insights to key stakeholders.
• Provide detailed, constructive feedback to team members, highlighting strengths and areas for improvement.

- Strategic Contribution:

• Develop and refine the QA framework to align with department goals and regulatory needs.
• Present detailed QA reports, including data analysis and recommendations, 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.

- Team Leadership and Collaboration:

• Oversee and mentor the Junior Quality Analyst, ensuring alignment with QA strategy and operational objectives.
• Work closely with CS leadership, frontline agents, and complaints teams to embed QA best practices.
• Serve as the bridge between day-to-day QA operations and high-level strategic initiatives.

What we’re looking for:

• 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
• Experience managing junior team members is a plus.

What will make you stand out: ✍️

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 with a knack for improving processes and enhancing customer experiences, this role is perfect for you.

PERKS 🎁

• 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
• Opportunity to have a huge impact on our product while fast-tracking your knowledge, responsibility and skills in a high-growth fintech startup 🚀

Our Interview Process: 📖

1. Chat with our Talent team.
2. Meet with the Hiring Manager to discuss the role in detail.
3. Speak with the Head of Customer Success.

Our mission is to build wealth for our generation

Chip started out in 2017 as a clever app to help people save without lifting a finger.

Fast forward five years, and now we’ve grown into an award-winning wealth app used by over 500,000 people and managing over 4 billion pounds. And we’re not slowing down.

Our vision

We know planning for your future can be a tedious, daunting task often avoided, so we want to change that. We're building the wealth app for our community, giving them one place for saving and investing.

We're giving customers control and guidance to effortlessly build their long-term wealth using award-winning tech, while celebrating their achievements along the way.

Who we are

Chip has a creative and diverse team of 180, from all different backgrounds and industries. We’re driven and passionate people, but no one takes themselves too seriously.

Don’t just take our word for it. We have a few awards under our belt, including Best Personal Finance App at the 2022 & 2024 British Bank Awards.

Our Values

Be ACCOUNTABLE

Everything you do matters, Care about the end result, Challenge the norm, Disagree, yet commit to making it happen once a decision has been made, Do the best job possible

Be BOLD

Share our Ambition and do your bit to achieve it, Innovate: challenge the norm, break the mould and make it happen, Set goals that truly align with our mission, Do your best for our customers

Be COLLABORATIVE

Work cross-functionally - we win as a team, Build strong relationships based on trust, Treat others fairly and respectfully, Hold others to account, Be supportive and inclusive, Have fun together

Equal Opportunities

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Note to Agencies

Chip does not accept unsolicited CVs from recruiters or employment agencies in response to any of our live roles on our career page. Chip will not consider or agree to payment of any referral compensation or recruiter fee relating to these unsolicited CVs. Chip explicitly reserves the right to hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited CVs, including those submitted to hiring managers, are deemed to be the property of Chip.