Customer Experience Quality Assurance Analyst

Job Title
Customer Experience Quality Assurance Analyst
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:
Quality evaluations across the global CX operation
Regulation and Consumer Duty at the center
Feedback that drives improvement
Investigation and root cause
What You'll Need:
A genuine understanding of why regulation matters in financial services, and an appreciation of the role QA plays in protecting both the client and the firm.
Familiarity with Consumer Duty principles, particularly around complaints and vulnerable client handling.
Excellent written English with a strong grasp of spelling, punctuation and grammar (SPAG). You will be assessing the quality of others' written communication, so your own needs to be sound.
A genuinely customer-centric mindset: you can tell the difference between an interaction that ticked the boxes and one that actually served the client well.
Strong investigation and analytical skills, with the curiosity to dig into why something happened rather than simply recording that it did.
Attention to detail and consistency. The credibility of QA rests on evaluations being fair, accurate, and defensible.
The confidence to give honest feedback and stand behind it, constructively, under challenge.
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