Customer Support AI Quality Assurance Lead

We are seeking an AI Quality Assurance Lead to play a pivotal role in shaping how our Conversational AI interacts with customers. This role will ensure that our AI systems are accurate, compliant, fair, and aligned with FCA principles and our internal quality standards.

As we expand the scope of AI across our customer journey’s, you will act as the custodian of AI quality and safety, building the assurance processes that protect customers, satisfy regulators, and support our teams.

What you can expect to be doing:

• Quality Oversight
  

  • Conduct QA reviews of AI interactions, treating AI as a “virtual agent.”
    

  • Oversee automated scoring systems that assess accuracy, tone, empathy, and escalation behaviour.
    

  • Monitor dashboards and predictive QA tools to identify potential risks or failures in real time.
    

  • Lead calibration sessions to align human QA results with automated scoring outputs.
    

  • Drive continuous improvement through customer feedback analysis, complaint tracking, and performance reporting.
    

• Risk & Compliance
  

  • Ensure AI interactions comply with FCA Principles, Consumer Duty, and complaints handling rules.
    

  • Monitor guardrails that ensure AI operates within its agreed principles.
    

  • Embed fairness and bias testing into QA processes.
    

  • Provide assurance to senior accountable managers and support regulatory reporting.
    

• Governance & Reporting
  

  • Deliver monthly AI quality and risk reporting to a Model Governance Committee.
    

  • Ensure all AI QA processes are auditable, transparent, and regulator-ready.
    

  • Act as the key point of contact for Risk & Compliance, Product and Engineering in relation to AI oversight.
    

• Collaboration
  

  • Work closely with Engineering, Product, Customer Support, and Content teams to maintain quality inputs into the AI.
    

  • Partner with Risk & Compliance to ensure 2nd line oversight is robust and effective.

  • Engage with senior leadership to provide insights on AI performance and future improvements.

What we’re looking for:

• Proven experience in Quality Assurance or Risk/Compliance oversight, ideally in financial services.
• Essential to have knowledge of FCA regulatory expectations, including Consumer Duty and Principles for Businesses.
• Familiarity with AI concepts (e.g. model drift, hallucination, bias, explainability).
• Strong analytical skills with the ability to interpret data and identify actionable insights.
• Excellent communication skills, able to bridge operational, technical, and compliance stakeholders.
• Comfortable working in a fast-paced environment with emerging technology and regulatory scrutiny.

What we’re really looking for: ✍️

Someone with a genuine interest in Chip and is excited about being part of a fast-growing company and our mission to build the investment super app of the future.

Although we’re in the financial space, and under the scrutiny that comes with it, the current customer support team works well together, and even sometimes with a smile. We’re sure you’ve got the technical skills, otherwise, you would have stopped reading by now, so let us be clear on what will make us want to work with you.

We want a real person, with interests outside of work, to join our team. You could be a dancer, a gamer, a musician, a parent, a hockey fan, or even that one person that still writes Twilight fan-fiction. Doesn’t matter to us.

At the interview stages, we will be looking for empathy, eq, fun stories, and the ability to smile even when things are tough.

⏰ Working Hours ⏰

• Monday to Thursday: 9:00 AM – 6:00 PM
• Friday: 8:00 AM – 4:00 PM (Start your weekend early!)

Enjoy a structured yet balanced workweek, with an early Friday finish to kickstart your weekend!

PERKS 🎁

• Starting salary £35,000 per annum
• Discretionary Performance-Related Bi-Annual Bonus of up to 10% (Cash) and 5% (Shares) based on your gross annual salary.
• Workplace pension scheme - 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! 🚀
• 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
• 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 🚀

Our Interview Process: 📖

1. Video screen with someone from our Talent team
2. Video interview with the hiring manager
3. Final interview with our VP of Customer Support

 

About Chip

Chip’s mission is to make your life wealthy

We're building the wealth super app of the future. An app to build your long-term wealth across savings, investments and pensions.

We use technology to break down barriers so users can invest like the ultra-wealthy, giving them one simple place to manage, grow and protect their wealth.

The Sunday Times listed Chip as the 6th fastest growing tech company in Britain… and we're not slowing down. Chip serves over 400,000 active customers and looks after over £6billion in assets. These customers trust us to build the most amazing product we can, so working at Chip comes with real purpose.

Chip is being built by a fast-growing team of designers, developers, customer service professionals, marketers, banking experts, and entrepreneurs. Our funding story though is a little different. Chip is one of the most crowd-funded businesses in Europe, having raised over £50m from 29,000 investors, over 9 years. Crowdfunding is in our DNA and only Brewdog has more investors than Chip.

Our vision

To be the most personal digital wealth manager in the UK

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 & 2025 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.