Graduate Conversational AI QA (Fintech)

Location: City of London, United Kingdom; hybrid work with three days in the office

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving more than 1.4 million customers and handling high-volume financial transactions.

What you will do

• Review client conversations with the AI assistant across chat and digital channels, scoring accuracy, clarity, tone, resolution, handoffs, and compliance.
• Identify conduct risks involving investment advice, product information, fees, margin, personal data, complaints, and vulnerable clients.
• Investigate failed conversations and negative outcomes through root cause analysis across intent recognition, knowledge content, conversation design, model behaviour, and handoffs.
• Design and run test scenarios, including edge cases and adversarial prompts, before and after bot changes.
• Provide evidence-based feedback with example transcripts and recommended improvements to product, knowledge, CX, data, and compliance colleagues.
• Contribute to AI quality measurement, evaluation datasets, scoring criteria, automated evaluation, and wider bot improvement projects.

Requirements

• Degree in any discipline.
• Excellent written English with strong spelling, punctuation, and grammar.
• Genuine interest in AI and how conversational systems behave in real-world situations.
• Strong analytical, problem-solving, customer-focused, and attention-to-detail skills.
• Interest in financial services regulation and the reasons behind Consumer Duty and conduct requirements.
• Previous QA or financial services experience is not required; full training is provided.

Nice to have

• Internship, placement, or part-time experience in customer service, compliance, data, or a regulated environment.
• Hands-on experience with AI or large language model tools.
• A second language for evaluating conversations outside English.
• Exposure to Excel, SQL, Python, research methods, experiment design, or structured quality measurement.

Culture & Benefits

• Structured training in QA, financial services regulation, and AI evaluation with a dedicated mentor.
• Exposure to cross-functional AI projects and opportunities to develop toward QA, AI quality, conversation design, or product roles.
• Hybrid working with three office days per week.
• Private medical cover, life insurance, gym membership contribution, and a flexible benefits package worth 12% of salary.
• Twenty-five days of holiday plus birthday and volunteering days, with the option to buy or sell holiday.
• Enhanced parental leave, onboarding, professional networks, mentoring, volunteering, sports, and social activities.

Hiring process

• Initial training includes CX agent training, product and systems familiarisation, bot evaluation training, and financial services regulation instruction.
• Progression begins with guided evaluations, followed by independent root cause analysis, test scenario development, and presentation of findings.