Customer Experience Quality Assurance Team Lead

Description

IG is a FTSE 100 fintech operating across five continents, serving over 1.3m 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.

Desirable

• Experience building or overhauling a QA framework, evaluation standards, or calibration approach from scratch.

• Experience configuring or working closely with a QA or AI evaluation platform (ScoreBuddy or similar).

• 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 tooling (Genesys, Intercom, or similar).

• Background in financial services, fintech, or regulated global operations.

Essential

• 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).

Leading the team

• Line manage the QA associate(s): set clear expectations, develop their skills, review their work, and look after their wellbeing.

• Bring new joiners up to standard, run feedback and calibration, and build a team culture grounded in accuracy, honesty, and consistency.

• Stay close to the work by carrying out evaluations yourself. You lead this function, you do not just manage it.

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 organising 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 the 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

Reporting and insight

• Own QA reporting, including the monthly pack and any leadership reporting, with methodology that holds up to scrutiny: clear on volumes, coverage, sample sizes, and what the numbers actually mean.

• Keep reporting anchored to QA's core purpose - compliance assurance first - and make sure risk and conduct findings are tracked properly over time, not just reported in isolation.

• Turn findings into insight that shapes training, coaching, and performance development across the CX teams.

Your First Few Months

• First, getting to grips with the current framework, standards, and tooling, understanding where the gaps are, and building credible relationships with the team leads and managers whose teams you evaluate.

• Then, taking ownership of the evaluation standards, the ScoreBuddy configuration, and the QA reporting, and getting the associate evaluating to a consistent standard alongside you.

• In time, running a precise, well-calibrated QA function whose reporting leadership trusts, whose conduct and Consumer Duty coverage is sound, and whose insight is actively shaping what the wider CX teams prioritise.

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

Conduct and regulation

• Make sure the QA framework genuinely captures conduct risk - investment advice, unbalanced representation of risk and reward, market abuse indicators, data protection and DSAR handling - and Consumer Duty obligations, particularly complaint handling and vulnerable client treatment.

• Act as the point of escalation for rebuttals: hold the line on a score where the evidence supports it, concede where it does not, and keep those conversations evidence-based and fair.

The QA framework and standards

• Own and maintain our evaluation standards, forms, and scorecards, keeping them current as our products, our regulators, and the business change.

• Run calibration so that evaluations are consistent and fair across evaluators - the credibility of QA rests on two assessors reaching the same score on the same interaction.

• Be the authority on what good looks like, and the person who defends that standard when it is challenged.

ScoreBuddy - configuration and output

• Own the ScoreBuddy setup: build and refine the scorecards and prompts that drive automated scoring, and tune them as you learn where the platform is reliable and where it needs a human check.

• Maintain the lists that flag DSATs, vulnerable clients, complaints, and conduct risk for human review.

• Make sure the AI is doing what we need it to, and that its output is consistent with the interactions being assessed - the tooling serves the standard, not the other way round.