QA Lead, Customer Experience & AI Tools

IG Group; Kraków; On-site; PLN 9,000 - 11,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid working

Private medical cover

Life insurance

Career-focused training

Bonus

Job summary

IG Group in Krakow is seeking an experienced Customer Experience Quality Assurance Team Lead to shape and lead our QA framework in a regulated fintech environment.

You will own the evaluation standards, configure ScoreBuddy, and drive reporting while leading the QA associates to ensure compliance, fair assessments, and strong client protection across global CX teams. This role offers a hybrid working model with three days in the office.

Qualifications

• Track record in QA/compliance within financial services or regulated environments.
• Ability to mentor others and lead teams in high-stakes settings.
• Strong understanding of regulation and Consumer Duty in financial services.
• Excellent reporting and analytical skills with evidence-based approach.
• Fluent written English for professional communication.
• Hands-on with QA tooling and AI-evaluation platforms (ScoreBuddy).
• Desirable: second language and contact-centre tooling familiarity.

Responsibilities

• Own the QA framework, evaluation standards, and calibration across evaluators.
• Configure and maintain ScoreBuddy scoring prompts and outputs.
• Lead QA associates and ensure consistent, compliant evaluations.
• Own QA reporting including monthly leadership packs and methodology.
• Ensure conduct risk coverage and Consumer Duty compliance across CX teams.

Skills

QA leadership

Regulatory mindset

Regulatory compliance

Consumer Duty

Analytical skills

English writing

Stakeholder management

Hands-on QA tooling

Mentoring

Education

Regulated industry experience

Tools

ScoreBuddy

Job description

IG Group in Krakow is seeking an experienced Customer Experience Quality Assurance Team Lead to shape and lead our QA framework in a regulated fintech environment.

You will own the evaluation standards, configure ScoreBuddy, and drive reporting while leading the QA associates to ensure compliance, fair assessments, and strong client protection across global CX teams. This role offers a hybrid working model with three days in the office.