CX Quality Assurance Team Lead - AI-Driven, Hands-On

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

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.