Quality Assurance Team Leader – Customer Experience

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.

Our Client is rebuilding its global Quality Assurance function and is looking for a hands-on Quality Assurance Team Leader to lead the function and help shape its new framework, standards and AI-assisted approach.

Quality Assurance Team Leader – Customer Experience

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

• Own and develop the QA framework, standards, scorecards and evaluation process.
• Configure and develop ScoreBuddy, including AI-assisted scoring and risk flags.
• Lead QA reporting, analyse trends and turn findings into actionable insights.
• Ensure QA effectively identifies conduct, regulatory and customer experience risks, including Consumer Duty, complaints and vulnerable clients.
• Act as the escalation point for evaluation challenges and ensure decisions are fair and evidence-based.
• Line manage and develop QA Associate(s).
• Conduct evaluations yourself — this is a hands-on leadership role.

Requirements:

• Experience in QA, Compliance, Complaints or a similar role within financial services or another regulated environment.
• Previous experience managing or mentoring others.
• Good understanding of financial services regulation, Consumer Duty and conduct risk.
• Strong analytical, reporting and investigation skills.
• Excellent written English and strong attention to detail.
• Confidence to challenge and defend QA standards.
• Interest in working with AI-assisted QA tools such as ScoreBuddy.

Nice to have: experience building QA frameworks, ScoreBuddy or similar platforms, contact centre tools, and/or a second language.

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.