Quality Assurance Team Leader – Customer Experience
Antal Sp. z o.o. ·
- Work mode
- Hybrid
- Employment
- Contract
- Category
- QA
A hands-on QA Team Leader for an international financial services/trading firm in Kraków (hybrid, 3 days/week in office). They own the QA framework, scorecards and AI-assisted scoring in ScoreBuddy, lead QA reporting and identify conduct/regulatory risks (Consumer Duty, complaints, vulnerable clients), while line managing QA associates and doing evaluations themselves.
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.