Quality Assurance Team Leader - Customer Experience

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.

Our Client is rebuilding its global Quality Assurance function and is looking for a hands-on Quality Assurance Team Leader to lead the function and help shape its new framework, standards and AI-assisted approach.

Quality Assurance Team Leader - Customer Experience

Here are some of the things you can look forward to

• 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.

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.

Nice to have: experience building QA frameworks, ScoreBuddy or similar platforms, contact centre tools, and/or a second language.

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.

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.