Customer Experience QA Analyst - Regulated FinTech, Hybrid

IG Group; Kraków; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Competitive salary & benefits plan

Life Insurance

My Benefit Platform

Medical Insurance with Medicover

Birthday day off

Voluntary work days off

Share Plans for Employees

Free lunch at the office

Employee Assistance Program

Hybrid working model

Job summary

IG Group is a FTSE 100 fintech with a global CX operation. The Customer Experience Quality Assurance Analyst role sits in QA within Transformation, ensuring standards are met and client protection is upheld.

You will evaluate communications, identify gaps, and drive improvements across the Krakow CX function. The team emphasizes regulatory awareness, Consumer Duty compliance, and accurate, clear feedback to improve customer interactions while maintaining high-quality service.

Qualifications

• Understanding of why regulation matters in financial services.
• Knowledge of Consumer Duty principles, especially complaints handling.
• Excellent written English with strong SPAG.
• Customer-centric mindset and client-focused thinking.
• Strong investigation and analytical skills, curiosity to dig deeper.
• Attention to detail and consistent, defensible evaluations.
• Ability to give honest, constructive feedback under challenge.

Responsibilities

• Quality evaluations across the global CX operation.
• Regulation and Consumer Duty at the center of assessment.
• Provide feedback that drives improvement across teams.
• Conduct investigations to determine root causes and prevent recurrences.

Skills

Regulation awareness

Consumer Duty understanding

Excellent SPAG in English

Customer-centric mindset

Investigation & analysis

Attention to detail

Feedback delivery

Job description

IG Group is a FTSE 100 fintech with a global CX operation. The Customer Experience Quality Assurance Analyst role sits in QA within Transformation, ensuring standards are met and client protection is upheld.

You will evaluate communications, identify gaps, and drive improvements across the Krakow CX function. The team emphasizes regulatory awareness, Consumer Duty compliance, and accurate, clear feedback to improve customer interactions while maintaining high-quality service.