AI-Driven CX QA Analyst

IG Group; Kraków; Hybrid; PLN 90,000 - 108,000; Full time

Benefits offered by this job

Home office equipment reimbursement

Performance-related bonus

Private medical cover (Medicover)

Life insurance (Generali)

LinkedIn Learning access

Employee wellness programs

Job summary

IG Group is seeking a Customer Experience Quality Assurance Analyst in Kraków. The role focuses on evaluating client interactions across our global CX operation, assessing conduct and regulatory standards, and delivering actionable insights for improvement.

You will work with the ScoreBuddy platform and support ongoing QA framework rebuilding, including new standards and AI-assisted tooling. A strong eye for detail and customer-first mindset are essential.

Qualifications

• Strong written English with clear communication.
• Experience in QA, compliance, complaints, or customer service in financial services or regulated environments.
• Familiarity with QA tooling and scorecards is a plus.

Responsibilities

• Perform quality evaluations across the global CX operation.
• Assess security handling, understanding/resolution quality, and agent written English.
• Collaborate with ScoreBuddy to apply automated scoring and risk flags.

Skills

Excellent written English

Analytical mindset

Investigation skills

Attention to detail

Customer-centric mindset

Strong communication

QA tooling familiarity

Tools

Genesys

Intercom

ScoreBuddy

Job description

IG Group is seeking a Customer Experience Quality Assurance Analyst in Kraków. The role focuses on evaluating client interactions across our global CX operation, assessing conduct and regulatory standards, and delivering actionable insights for improvement.

You will work with the ScoreBuddy platform and support ongoing QA framework rebuilding, including new standards and AI-assisted tooling. A strong eye for detail and customer-first mindset are essential.