Customer Experience Quality Assurance Team Lead
IG Group · Kraków, Poland · 23d ago
Job Title
Customer Experience Quality Assurance Team LeadJob Description
Compensation details will be shared by the recruiter during the first interview.
About IG Group:
IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.
The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.
Join us at IG – the future gets built here.
About the Team:
Our Krakow office is a core part of our global Operations function, and the Customer Experience (CX) teams we support here and around the world are held to a high standard - because in a regulated business, how we treat clients matters as much as what we offer them.
This role sits within Quality Assurance, part of our Transformation function. QA is what gives the business confidence those standards are being met across the global CX operation, day in, day out, and that we are doing right by our clients and our regulators.
Your Role in theTeam’s Success
We are rebuilding QA at IG from the ground up - new framework, new standards, and AI-assisted tooling - and this is the person who runs it day to day. You will own the evaluation framework, own the configuration of ScoreBuddy (the AI platform at the centre of it), own the reporting that tells leadership how we are doing, and lead the associate who evaluates alongside you.
This is a hands-on lead role, not a step back from the work. You will set the standard for what a good evaluation looks like, and then hold the whole function to it - including yourself. As our active client base grows, ScoreBuddy is what lets QA scale with it: evaluating a far greater share of interactions than manual review ever could, surfacing conduct and quality risk automatically, and applying our standards consistently. Getting that engine right, and making sure a human stays in the loop where it matters, is central to this role.
There is real work to be done here, and real scope to define what good looks like.
What You'll Do:
The QA framework and standards
Own and maintain our evaluation standards, forms, and scorecards, keeping them current as our products, our regulators, and the business change.
Run calibration so that evaluations are consistent and fair across evaluators - the credibility of QA rests on two assessors reaching the same score on the same interaction.
Be the authority on what good looks like, and the person who defends that standard when it is challenged.
ScoreBuddy - configuration and output
Own the ScoreBuddy setup: build and refine the scorecards and prompts that drive automated scoring, and tune them as you learn where the platform is reliable and where it needs a human check.
Maintain the lists that flag DSATs, vulnerable clients, complaints, and conduct risk for human review.
Make sure the AI is doing what we need it to, and that its output is consistent with the interactions being assessed - the tooling serves the standard, not the other way round.
Reporting and insight
Own QA reporting, including the monthly pack and any leadership reporting, with methodology that holds up to scrutiny: clear on volumes, coverage, sample sizes, and what the numbers actually mean.
Keep reporting anchored to QA's core purpose - compliance assurance first - and make sure risk and conduct findings are tracked properly over time, not just reported in isolation.
Turn findings into insight that shapes training, coaching, and performance development across the CX teams.
Conduct and regulation
Make sure the QA framework genuinely captures conduct risk - investment advice, unbalanced representation of risk and reward, market abuse indicators, data protection and DSAR handling - and Consumer Duty obligations, particularly complaint handling and vulnerable client treatment.
Act as the point of escalation for rebuttals: hold the line on a score where the evidence supports it, concede where it does not, and keep those conversations evidence-based and fair.
Leading the team
Line manage the QA associate(s): set clear expectations, develop their skills, review their work, and look after their wellbeing.
Bring new joiners up to standard, run feedback and calibration, and build a team culture grounded in accuracy, honesty, and consistency.
Stay close to the work by carrying out evaluations yourself. You lead this function, you do not just manage it.
What You'll Need:
Essential
A track record in a QA, compliance, complaints, or quality role within financial services or another regulated environment, with experience managing or mentoring others.
A solid understanding of why regulation matters in financial services, and a real appreciation of QA's role as a line of defence for the client and the firm - not a box-ticking exercise.
Familiarity with Consumer Duty principles, particularly around complaints and vulnerable client handling.
Strong reporting and analytical skills: you can build reporting that is methodologically sound and actually tells the story, rather than just presenting numbers.
The confidence to own a standard and defend it under challenge, constructively, with evidence - including pushing back on rebuttals from agents, team leads, and managers.
Excellent written English with a strong grasp of spelling, punctuation and grammar (SPAG). You will be setting the bar for the written communication you assess.
A genuinely customer-centric mindset, and strong investigation skills to get to the root cause of negative outcomes rather than just recording them.
An appetite to get hands-on with QA tooling, including configuring an AI evaluation platform (scorecards and prompts).
Desirable
Experience building or overhauling a QA framework, evaluation standards, or calibration approach from scratch.
Experience configuring or working closely with a QA or AI evaluation platform (ScoreBuddy or similar).
A second language. While not a requirement, the ability to evaluate interactions in languages other than English would be a real asset given our global client base.
Familiarity with contact centre tooling (Genesys, Intercom, or similar).
Background in financial services, fintech, or regulated global operations.
Your First Few Months
You cannot fairly judge work you have never done yourself, so you will start by going through our CX agent training - learning our products, systems, and processes from the agent's seat and getting a real feel for what a good interaction looks like in practice.
From there, you will move into the role itself:
First, getting to grips with the current framework, standards, and tooling, understanding where the gaps are, and building credible relationships with the team leads and managers whose teams you evaluate.
Then, taking ownership of the evaluation standards, the ScoreBuddy configuration, and the QA reporting, and getting the associate evaluating to a consistent standard alongside you.
In time, running a precise, well-calibrated QA function whose reporting leadership trusts, whose conduct and Consumer Duty coverage is sound, and whose insight is actively shaping what the wider CX teams prioritise.
How we work:
We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office -- which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:
Lead and Inspire: Drives trust, alignment, and enthusiasm
Think Big: Focus on the problems that most impact commercial outcomes
Champion the client: Understand and prioritise client's needs
Deliver at pace: Push for fast, sustainable growth;
Raise the bar: Take ownership, be accountable and share feedback
We believe that diversity is vital to success, it fuels creativity, drives innovation and sets us up for global success. We're committed to building teams with a variety of perspectives and skills to help us realise our vision and strategy, that's why we encourage applications from people with diverse backgrounds and experiences to join us on this journey. Learn more about our D&I approach here.
The Perks
Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.
Flexible working hours & hybrid working
Home office equipment reimbursement
Performance-related bonus
Private medical cover for you and your family/partner (Medicover)
Multikafeteria system (you can choose a multisport card, vouchers, etc.)
Life insurance (Generali)
Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse, and inclusive culture
Career-focused technical and leadership training in-class and online, incl. unlimited access to the LinkedIn Learning platform
Well-being events as well as the Employee Assistance Programme
Summer picnic, New Year party and other social events
3 additional days off a year - 1 to celebrate your Birthday and 2 for voluntary work
Learn more about the Perks here!
Join us for this exciting journey.
Apply now!
Number of openings
1