Customer Experience Quality Assurance Analyst
IG Group · Kraków, Poland · 24d ago
Job Title
Customer Experience Quality Assurance AnalystJob Description
Minimum compensation: starting from 8,900 PLN. The final offer will be determined based on the candidate's experience and competencies.
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 the Team's Success
Our QA function is being rebuilt from the ground up - new framework, new standards, and AI-assisted tooling - and you will join as we do it. This is a hands-on evaluation role, not a management one. Your job is to assess real client interactions across our global CX operation, judge them fairly and accurately against our quality and conduct standards, and turn what you find into insight the business can act on.
At the centre of the new framework is ScoreBuddy, an AI-powered QA platform. It lets us evaluate a far greater share of interactions than manual review ever could, surface conduct and quality risk automatically, and apply our standards consistently at scale. As our active client base grows, that capability is what allows QA to grow with it - widening coverage rather than thinning it out, and freeing your judgement for the interactions and patterns that genuinely need a human eye.
There is real work to be done here, and the people doing the evaluations are the people whose judgement the whole function rests on. We are looking for someone who takes that seriously.
What You'll Do
Quality evaluations across the global CX operation
Evaluate client interactions (phone calls, web chats, and emails) across our CX teams worldwide, scoring them fairly and consistently against our evaluation standards.
Assess the things that matter most: whether security was handled correctly, how well the query was understood and resolved, the clarity and quality of the agent's communication and written English, and - critically - whether the interaction met our conduct and regulatory standards.
Work alongside ScoreBuddy, our AI-assisted evaluation platform, using its automated scoring and risk-flagging to focus your own evaluations where they add the most value, and applying the wider QA framework consistently.
Regulation and Consumer Duty at the centre
Treat QA as what it is: a core line of defence for regulatory compliance, not a box-ticking exercise.
Identify conduct risk in interactions - investment advice given, unbalanced representation of risk and reward, market abuse indicators, data protection and DSAR handling - and flag it correctly.
Pay particular attention to Consumer Duty obligations, especially complaint handling and the correct identification and treatment of vulnerable clients.
Investigation and root cause
Carry out root cause analysis on DSATs and other negative outcomes, getting past the symptom to understand what actually went wrong and why.
Look for patterns across interactions, agents, and teams rather than treating every issue as a one-off, and surface them clearly.
Feedback that drives improvement
Deliver clear, evidence-based feedback that agents and team leads can actually use.
Hold your ground on rebuttals. Agents and team leads will not always agree with a score, and you will need to handle challenges confidently - defending your assessment where the evidence supports it, and conceding where it does not.
Connect what you see in evaluations to the bigger picture, feeding insight into training, coaching, and performance development so that quality improves over time, not just gets measured.
What You'll Need
Essential
A genuine understanding of why regulation matters in financial services, and an appreciation of the role QA plays in protecting both the client and the firm.
Familiarity with Consumer Duty principles, particularly around complaints and vulnerable client handling.
Excellent written English with a strong grasp of spelling, punctuation and grammar (SPAG). You will be assessing the quality of others' written communication, so your own needs to be sound.
A genuinely customer-centric mindset: you can tell the difference between an interaction that ticked the boxes and one that actually served the client well.
Strong investigation and analytical skills, with the curiosity to dig into why something happened rather than simply recording that it did.
Attention to detail and consistency. The credibility of QA rests on evaluations being fair, accurate, and defensible.
The confidence to give honest feedback and stand behind it, constructively, under challenge.
Desirable
Experience in a QA, compliance, complaints, or customer service role within financial services or another regulated environment.
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 or QA tooling (Genesys, Intercom, ScoreBuddy, or similar evaluation platforms).
Exposure to quality frameworks, scorecards, or structured evaluation methodologies.
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. You will learn our products, systems, and processes from the agent's seat and get a real feel for what a good interaction looks like in practice before you ever score one.
From there, you will ramp into the QA role itself:
First, getting to know our evaluation standards and tooling inside out, and completing evaluations under guidance until you are scoring fairly and consistently.
Then, carrying out RCAs on DSATs independently and handling rebuttals with confidence, with your feedback landing well with agents and team leads.
In time, spotting the patterns and conduct risks others miss, and shaping what the wider team prioritises in training and coaching.
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 organisng 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 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