Customer Experience Quality Assurance Team Lead

IG Group; Kraków; On-site; PLN 102,000 - 122,000; Full time

Job summary

IG Group in Kraków is seeking a Customer Experience Quality Assurance Team Lead to drive a new QA framework and AI-assisted tooling. You will own the evaluation framework, configure ScoreBuddy, and lead an QA associate, delivering clear reporting to leadership.

This hands-on role scales QA across the global CX operation, upholding high standards for client interactions and regulatory expectations.

Qualifications

• Lead the QA function within a regulated CX operation.
• Own the evaluation framework and tool configuration.
• Mentor and manage QA associates in daily work.

Responsibilities

• Define and implement the QA evaluation framework across teams.
• Configure and optimize ScoreBuddy for scalable QA.
• Produce leadership reporting on quality metrics and risk.

Skills

QA leadership

Team leadership

QA framework

ScoreBuddy

AI tooling

Tools

ScoreBuddy

Job description

Job Title

Customer Experience Quality Assurance Team Lead

Job Description

Minimum compensation:startingfrom10,000 PLN. The final offer will bedeterminedbased on the candidate's experience and competencies.

About IG Group:

IG is a FTSE 100 fintech operating across five continents, serving over 1.3m 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