CX QA Lead — AI-Driven Compliance & Calibration

IG Europe GmbH; Kraków; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Hybrid working

Private medical cover

Career progression

Flexible working hours

Volunteer days

Job summary

IG Group in Kraków seeks a Customer Experience Quality Assurance Team Lead to overhaul the QA framework, configure an AI-driven evaluation platform, and lead an associate evaluating customer interactions.

The role focuses on setting the standard for evaluations, calibrating assessors, and delivering insightful QA reporting to leadership, with a clear emphasis on compliance and client protection.

Qualifications

• Experience in QA/compliance/quality roles within financial services or regulated environments.
• Strong reporting and analytical skills with evidence-based approach.
• Familiarity with Consumer Duty principles, complaints handling, and vulnerable clients.

Responsibilities

• Own and maintain evaluation standards, forms, and scorecards.
• Run calibration to ensure consistent scoring across evaluators.
• Defend the QA standard when challenged with evidence.
• Configure ScoreBuddy prompts and scoring to balance automation and human checks.
• Maintain DSATs, vulnerable clients, complaints, and conduct risk flags for review.
• Ensure AI output aligns with user interactions and QA standards.

Skills

QA experience

Regulated environment

Consumer Duty knowledge

Job description

IG Group in Kraków seeks a Customer Experience Quality Assurance Team Lead to overhaul the QA framework, configure an AI-driven evaluation platform, and lead an associate evaluating customer interactions.

The role focuses on setting the standard for evaluations, calibrating assessors, and delivering insightful QA reporting to leadership, with a clear emphasis on compliance and client protection.