Customer Experience Quality Assurance Analyst

Description

Minimum compensation: starting from 8,900 PLN. The final offer will be determined based on the candidate's experience and competencies.

Desirable

• Experience in a QA, compliance, complaints, or customer service role within financial services or another regulated environment.

• A second language. While not a requirement, the ability to evaluate interactions in languages other than English would be a real asset given our global client base.

• Familiarity with contact centre or QA tooling (Genesys, Intercom, ScoreBuddy, or similar evaluation platforms).

• Exposure to quality frameworks, scorecards, or structured evaluation methodologies.

Essential

• 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

• Flexible working hours & hybrid working

• Home office equipment reimbursement

• Performance-related bonus

• Private medical cover for you and your family/partner (Medicover)

• Multikafeteria system (you can choose a multisport card, vouchers, etc.)

• Life insurance (Generali)

• Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks with an annual budget for organisng events & projects that foster an open, diverse, and inclusive culture

• Career-focused technical and leadership training in-class and online, incl. unlimited access to the LinkedIn Learning platform

• Well-being events as well as Employee Assistance Programme

• Summer picnic, New Year party and other social events

• 3 additional days off a year - 1 to celebrate your Birthday and 2 for voluntary work

How we work

• Lead and Inspire: Drives trust, alignment, and enthusiasm

• Think Big: Focus on the problems that most impact commercial outcomes

• Champion the client: Understand and prioritise client's needs

• Deliver at pace: Push for fast, sustainable growth;

• Raise the bar: Take ownership, be accountable and share feedback

Your First Few Months:

• First, getting to know our evaluation standards and tooling inside out, and completing evaluations under guidance until you are scoring fairly and consistently.

• Then, carrying out RCAs on DSATs independently and handling rebuttals with confidence, with your feedback landing well with agents and team leads.

• In time, spotting the patterns and conduct risks others miss, and shaping what the wider team prioritises in training and coaching.

Investigation and root cause

• Carry out root cause analysis on DSATs and other negative outcomes, getting past the symptom to understand what actually went wrong and why.

• Look for patterns across interactions, agents, and teams rather than treating every issue as a one-off, and surface them clearly.

Feedback that drives improvement

• Deliver clear, evidence-based feedback that agents and team leads can actually use.

• Hold your ground on rebuttals. Agents and team leads will not always agree with a score, and you will need to handle challenges confidently - defending your assessment where the evidence supports it, and conceding where it does not.

• Connect what you see in evaluations to the bigger picture, feeding insight into training, coaching, and performance development so that quality improves over time, not just gets measured.

Regulation and Consumer Duty at the centre

• Treat QA as what it is: a core line of defence for regulatory compliance, not a box-ticking exercise.

• Identify conduct risk in interactions - investment advice given, unbalanced representation of risk and reward, market abuse indicators, data protection and DSAR handling - and flag it correctly.

• Pay particular attention to Consumer Duty obligations, especially complaint handling and the correct identification and treatment of vulnerable clients.

Quality evaluations across the global CX operation

• Evaluate client interactions (phone calls, web chats, and emails) across our CX teams worldwide, scoring them fairly and consistently against our evaluation standards.

• Assess the things that matter most: whether security was handled correctly, how well the query was understood and resolved, the clarity and quality of the agent's communication and written English, and - critically - whether the interaction met our conduct and regulatory standards.

• Work alongside ScoreBuddy, our AI-assisted evaluation platform, using its automated scoring and risk-flagging to focus your own evaluations where they add the most value, and applying the wider QA framework consistently.