Teams at Chip – Your wealth app.

Own quality assurance for human and AI-assisted customer support, complaints, and outsourced teams. Review AI Agent conversations as a human-in-the-loop evaluator, identify performance and compliance trends, provide actionable feedback, improve QA frameworks, and present insights to leadership. Collaborate with customer support, learning and development, product, and AI governance teams to improve training, calibration, risk management, customer outcomes, and regulatory compliance.

Manage customer complaints from receipt through resolution in a regulated fintech environment. Investigate concerns, assess customer impact, determine fair remedies, and draft clear responses within regulatory deadlines. Maintain accurate records, apply FCA DISP and Consumer Duty principles, identify vulnerability and conduct risks, escalate complex cases, and support improved customer outcomes. The role requires empathy, strong communication, attention to detail, sound judgment, organization, and confidence handling financial products and multiple systems.

Own performance and scalability testing across a platform of microservices and event-driven systems. Design realistic load, stress, soak, and spike tests; define performance thresholds and SLOs; integrate tests into CI/CD; and diagnose regressions using observability data, logs, and distributed tracing. Build reusable test assets, influence architecture and delivery decisions, and drive stakeholders toward performance improvements. The role requires strong programming, microservices expertise, k6 experience, and proactive ownership.