Customer Experience Quality Assurance Team Lead

Job Title
Customer Experience Quality Assurance Team Lead
Job Description
So, who are we?
IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions – built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.
The bar is high – bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.
Join us at IG – the future gets built here.
Your Team:
Compensation details will be shared by the recruiter during the first interview.
Our Krakow office is a core part of our global Operations function, and the Customer Experience (CX) teams we support here and around the world are held to a high standard - because in a regulated business, how we treat clients matters as much as what we offer them.
This role sits within Quality Assurance, part of our Transformation function. QA is what gives the business confidence those standards are being met across the global CX operation, day in, day out, and that we are doing right by our clients and our regulators.
What you’ll do:
We are rebuilding QA at IG from the ground up - new framework, new standards, and AI-assisted tooling - and this is the person who runs it day to day. You will own the evaluation framework, own the configuration of ScoreBuddy (the AI platform at the centre of it), own the reporting that tells leadership how we are doing, and lead the associate who evaluates alongside you.
This is a hands-on lead role, not a step back from the work. You will set the standard for what a good evaluation looks like, and then hold the whole function to it - including yourself. As our active client base grows, ScoreBuddy is what lets QA scale with it: evaluating a far greater share of interactions than manual review ever could, surfacing conduct and quality risk automatically, and applying our standards consistently. Getting that engine right, and making sure a human stays in the loop where it matters, is central to this role.
What You'll Need:
A track record in a QA, compliance, complaints, or quality role within financial services or another regulated environment, with experience managing or mentoring others.
A solid understanding of why regulation matters in financial services, and a real appreciation of QA's role as a line of defence for the client and the firm - not a box-ticking exercise.
Familiarity with Consumer Duty principles, particularly around complaints and vulnerable client handling.
Strong reporting and analytical skills: you can build reporting that is methodologically sound and actually tells the story, rather than just presenting numbers.
The confidence to own a standard and defend it under challenge, constructively, with evidence - including pushing back on rebuttals from agents, team leads, and managers.
Excellent written English with a strong grasp of spelling, punctuation and grammar (SPAG). You will be setting the bar for the written communication you assess.
A genuinely customer-centric mindset, and strong investigation skills to get to the root cause of negative outcomes rather than just recording them.
An appetite to get hands-on with QA tooling, including configuring an AI evaluation platform (scorecards and prompts).
The perks:
Competitive salary & benefits plan
Life Insurance
My Benefit Platform
Medical Insurance with Medicover
1 additional day off to celebrate your Birthday
2 additional days off a year for voluntary work
Share Plans for Employees
Free lunch at the office (ones per week)
Employee Assistance Program
We work in hybrid working model
Number of openings
1