Customer Experience Quality Assurance Analyst

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

Why apply for an Antal job offer?

When your application is successful, you will be supported by a dedicated Consultant who will stay in regular contact with you (via email or phone), help you prepare for interviews with your future employer, and ensure a smooth and professional recruitment process.

About Antal

Antal is a leading recruitment and HR advisory company, present in Poland since 1996 and later expanded to the Czech Republic and Hungary. Across the CEE region, we employ around 150 professionals who deliver a full range of services - from specialist and executive recruitment, employee outsourcing and HR consulting, to employer branding and market research.

Our division-based structure combines deep industry expertise with functional specialisation, enabling us to provide tailored solutions for companies in every sector. We act as a trusted partner for both employers and candidates, sharing our knowledge and guiding them through every stage of the talent journey. We connect exceptional people with the right opportunities and help organisations build successful teams.