Opis oferty

Quality Assurance Team Leader – Customer Experience w Kraków, Polska

Antal SSC/BPO

  • ZdalniePraca z dowolnego miejsca
  • KontraktUmowa czasowa lub freelancing

Kraków, Polska

Your responsibilities

  • 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.

Our 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.

Optional

  • Experience building QA frameworks, ScoreBuddy or similar platforms, contact centre tools, and/or a second language.

What we 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.
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