Customer Consultant at Skipton Building Society engaging with customers in Clitheroe & Barnoldswick Branches. Providing personalized solutions and exceptional service to meet customers' needs.
About the role
- Senior Quality Analyst managing QA for Customer Support teams at Chip, assessing AI interactions and ensuring compliance with quality standards.
Responsibilities
- 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.
Requirements
- 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.
Benefits
- 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.
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