Job description
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife
Are you ready to revolutionise how we deliver quality at scale? We’re looking for an exceptional Senior AI Analyst to lead the transformation of our Quality Assurance function using GenAI and advanced analytics.
The Opportunity
This is a newly created role with significant scope for impact. You’ll be at the forefront of reimagining how Zopa ensures exceptional customer outcomes across all our operations.
Currently, our QA team manually evaluates customer interactions—from staff and chatbot conversations to back-office processes—assessing quality across customer experience, compliance, and security. Whilst effective, this manual approach limits our coverage and speed of insight.
The Vision
We’ve launched an ambitious pilot to harness GenAI for automated, scalable QA. You’ll help us realise our long-term vision: AI-powered scorecards and analytics evaluating 100% of customer contacts (chat and telephony) and back-office tasks, surfacing issues in real time and uncovering strategic opportunities to enhance both processes and agent performance.
What We’re Looking For
A natural problem solver with strong technical capabilities and genuine interest in operational excellence. You thrive in fast-paced environments and are energised by the prospect of building something transformative from the ground up.
If you’re ready for a career-defining challenge where you’ll shape the future of quality assurance, we want to hear from you.
A day in the life…
- Build Understanding of Operations: Work closely with the QA team and with Operations functional areas to build a deep understanding of the processes being evaluated and what good looks like
- Customer Interaction Evaluations: Introducing AI-scorecards to evaluate 100% of customer contacts (chat & telephony), using python and prompt engineering techniques
- Back Office/Non-Customer Facing Activities: Applying AI and Analytics techniques to evaluate 100% of both manual and automated back-office tasks/actions to ensure performed correctly
- Evaluation and Optimisation of AI performance: Designing eVals and metrics to ensure the AI is performing as expected and monitor it on an ongoing basis
- Surfacing and Analysing Results: Using SQL, Python, and Tableau - making key data accessible and actionable for stakeholders, identifying patterns, trends, or recurring issues
- Regulatory Issues: Highlight where processes or conversations may have caused customer detriment or regulatory breaches leading to swift manual review and remediation
- Effective Agent Performance Insight: Provide Management and Agents the ability to promptly view dashboards displaying overall performance, as well as highlighting area of development with detailed reasoning commentary and suggested improvement actions.
- Real time QA: Work with product, engineering and data science teams to build a roadmap to real-time QA, enabling agents to make corrections in-the-moment.
- Stakeholder Collaboration: Partner with Operations leaders, Risk & Compliance, Product, and Customer Experience teams to ensure QA insights translate into meaningful business improvements and align with regulatory and strategic priorities.
- Change Enablement: Work with stakeholders across functions to embed AI-driven QA insights into training, process redesign, and product roadmaps, ensuring recommendations are acted upon and deliver measurable value.
About you…
- You have strong technical skills, with hands-on experience with SQL and Python and an understanding of APIs and architectural design.
- You are a versatile problem-solver who is motivated by impact and results
- You have experience (or demonstrable interest) in Operations and are excited about using data and new technologies to solve real operational challenges.
- You have experience (or demonstrable interest) in GenAI, and the opportunity it presents to mine insights from unstructured data and automate processes
- You’ve had exposure to Tableau or another BI tool (such as Power BI or Looker) and have built dashboards or visualisations.
- You’re excited about learning new tools and approaches and are comfortable developing your technical skills independently.
- You have strong attention to detail and always double-check your work for accuracy, even when dealing with complex or messy data.
- You’re passionate about uncovering insights in data that drive better decisions, and you communicate your findings clearly and confidently, whether in writing or conversation.
- You’re confident building relationships with senior stakeholders, understanding their priorities, and influencing them with clear, data-backed insights.
- You can translate complex technical findings into simple, actionable recommendations tailored for both technical and non-technical audiences.
#NG-LI1
We’re on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
