Quality Assurance Analyst - AI-Driven CX Evaluations

IG Group; Kraków; On-site; PLN 110,000 - 125,000; Full time

Benefits offered by this job

Hybrid working

Private medical cover

Career development

Job summary

IG Group in Kraków, Poland, is hiring a Quality Assurance Analyst to join the expanding QA function. You will assess real client interactions across calls, chats, and emails, scoring them against updated standards to ensure regulatory compliance and high service quality.

Working within ScoreBuddy and with a strong focus on Consumer Duty, you’ll identify risks, perform root-cause analysis, and deliver actionable feedback to improve training and performance across global CX teams.

Qualifications

• Experience in quality assurance in financial services or regulated environments.
• Strong understanding of Consumer Duty and regulatory standards.
• Excellent written English and grammar for evaluating interactions.

Responsibilities

• Evaluate client interactions across calls, chats, and emails against QA standards.
• Identify conduct risk and regulatory/compliance issues.
• Provide clear, evidence-based feedback to agents and leaders.

Skills

QA testing

Regulatory compliance

Analytical thinking

Written communication

Education

Bachelor's degree in a relevant field

Tools

ScoreBuddy

Genesys

Intercom

Job description

IG Group in Kraków, Poland, is hiring a Quality Assurance Analyst to join the expanding QA function. You will assess real client interactions across calls, chats, and emails, scoring them against updated standards to ensure regulatory compliance and high service quality.

Working within ScoreBuddy and with a strong focus on Consumer Duty, you’ll identify risks, perform root-cause analysis, and deliver actionable feedback to improve training and performance across global CX teams.