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.
Customer Experience Quality Assurance Analyst
Here are some of the things you can look forward to:
- Review and evaluate real customer interactions across different channels, including phone calls, web chats and emails.
- Assess interactions against defined quality, customer experience and conduct standards.
- Evaluate areas such as security, understanding of customer needs, query resolution, communication quality and written English.
- Identify potential conduct and regulatory risks, including issues related to investment advice, balanced presentation of risks and rewards, market abuse indicators, data protection and DSAR handling.
- Take into account requirements related to Consumer Duty, complaints and vulnerable customers.
- Use the ScoreBuddy AI-assisted QA platform to support evaluations, automated scoring and identification of potential risks.
- Carry out investigations and root cause analysis of negative customer outcomes and DSATs.
- Identify recurring trends and patterns across customer interactions, agents and teams.
- Provide clear, objective and evidence-based feedback to colleagues.
- Be confident in handling and defending your evaluations when they’re challenged or disputed.
- Work closely with relevant teams to connect QA findings with training, coaching and performance development.
- Contribute to the continuous development of the QA framework, standards and evaluation methodologies.
Requirements:
- Experience in Quality Assurance, Customer Service Quality, Compliance, Complaints or a similar analytical role, ideally within financial services or another regulated environment.
- A genuine understanding of why regulation matters in financial services and how quality assurance contributes to protecting both customers and the organisation.
- Familiarity with Consumer Duty, complaints handling and vulnerable customer requirements.
- Excellent written English, including strong spelling, grammar and punctuation.
- Strong analytical and investigative skills, with the ability to identify patterns, inconsistencies and potential risks.
- Exceptional attention to detail and the ability to apply quality standards fairly and consistently.
- A customer-centric mindset and a strong understanding of what good customer outcomes look like.
- Confidence to provide honest and sometimes challenging feedback, supported by clear evidence.
- The ability to make objective decisions and stand behind them when questioned.
- Good communication and stakeholder management skills.
- A structured and methodical approach to work.
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.
Recruitment proces:
- Short interview with Antal Consultant
- Teams meeting with Hiring Manager
- Employment