Customer Experience Quality Assurance Analyst

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

Job Title

Customer Experience Quality Assurance Analyst

Job Description

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.

Your 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.

What You’ll Do

• Quality evaluations across the global CX operation
• Regulation and Consumer Duty at the center
• Feedback that drives improvement
• Investigation and root cause

What You'll Need

• 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.

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 — so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

• Competitive salary & benefits plan
• Life Insurance
• My Benefit Platform
• Medical Insurance with Medicover
• 1 additional day off to celebrate your Birthday
• 2 additional days off a year for voluntary work
• Share Plans for Employees
• Free lunch at the office (ones per week)
• Employee Assistance Program
• We work in hybrid working model

Number of openings

1