Customer Experience Quality Assurance Analyst

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4 million customers and handling billions of dollars in transactions. The Krakow office is a core part of the global Operations function supporting Customer Experience teams worldwide within a regulated business context.

• Genuine understanding of the importance of regulation in financial services and the role of QA in protecting clients and the firm
• Familiarity with Consumer Duty principles, especially complaints and vulnerable client handling
• Excellent written English with strong spelling, punctuation, and grammar skills for assessing quality of written communication
• Customer-centric mindset to distinguish between merely compliant and genuinely helpful client interactions
• Strong investigation and analytical skills with curiosity to identify why issues occur
• Attention to detail and consistency ensuring evaluations are fair, accurate, and defensible
• Confidence to provide honest feedback constructively and stand behind it under challenge

• Perform quality evaluations across the global Customer Experience operation
• Center work around regulation and Consumer Duty
• Provide feedback that drives improvement
• Conduct investigation and root cause analysis