Customer Experience Quality Assurance Analyst

Location: Kraków
We work: Hybrid (3 days from office per week)
Contract of employment: Full-time
Recruitment process: Online
About your future employer:
Our client is an international, innovative organization operating in the financial services sector, focused on delivering world-class trading experiences. The company combines technology, data, and finance to continuously improve its products and customer journey. You will join a dynamic and forward-thinking environment that values curiosity, collaboration, and continuous improvement.

Customer Experience Quality Assurance Analyst

Here are some of the things you can look forward to:

• Review and evaluate real customer interactions across different channels, including phone calls, web chats and emails.
• Assess interactions against defined quality, customer experience and conduct standards.
• Evaluate areas such as security, understanding of customer needs, query resolution, communication quality and written English.
• Identify potential conduct and regulatory risks, including issues related to investment advice, balanced presentation of risks and rewards, market abuse indicators, data protection and DSAR handling.
• Take into account requirements related to Consumer Duty, complaints and vulnerable customers.
• Use the ScoreBuddy AI-assisted QA platform to support evaluations, automated scoring and identification of potential risks.
• Carry out investigations and root cause analysis of negative customer outcomes and DSATs.
• Identify recurring trends and patterns across customer interactions, agents and teams.
• Provide clear, objective and evidence-based feedback to colleagues.
• Be confident in handling and defending your evaluations when they’re challenged or disputed.
• Work closely with relevant teams to connect QA findings with training, coaching and performance development.
• Contribute to the continuous development of the QA framework, standards and evaluation methodologies.

Requirements:

• Experience in Quality Assurance, Customer Service Quality, Compliance, Complaints or a similar analytical role, ideally within financial services or another regulated environment.
• A genuine understanding of why regulation matters in financial services and how quality assurance contributes to protecting both customers and the organisation.
• Familiarity with Consumer Duty, complaints handling and vulnerable customer requirements.
• Excellent written English, including strong spelling, grammar and punctuation.
• Strong analytical and investigative skills, with the ability to identify patterns, inconsistencies and potential risks.
• Exceptional attention to detail and the ability to apply quality standards fairly and consistently.
• A customer-centric mindset and a strong understanding of what good customer outcomes look like.
• Confidence to provide honest and sometimes challenging feedback, supported by clear evidence.
• The ability to make objective decisions and stand behind them when questioned.
• Good communication and stakeholder management skills.
• A structured and methodical approach to work.

Our Client has a lot to offer:

• Opportunity for professional development in an international environment and for increasing your abilities and skills in various areas;
• Great atmosphere and comfortable working conditions;
• Stable job and cooperation with friendly and high qualified team;
• Hybrid model of work, flexible working hours;
• Workation - for 20 days, you can work from anywhere in the world;
• 3 additional days off for celebrate your birthday and voluntary work;
• Office located near city centre;
• Modern working environment (agile spaces, private quiet rooms and breakout areas);
• Competitive salary;
• Annual and performance-related bonuses;
• Private medical cover for you and your family;
• Multikafeteria system;
• Life insurance;
• Unlimited access to learning platform;
• High-standard IT equipment;
• Free parking;
• Annual parties and other social events.

Recruitment proces:

• Short interview with Antal Consultant
• Teams meeting with Hiring Manager
• Employment