Customer Experience Quality Assurance Team Lead (AI)

Location: Kraków, Poland; hybrid work with 3 days in the office

Compensation details will be shared by the recruiter during the first interview.

Company

hirify.global is a FTSE 100 fintech operating across five continents, serving more than 1.3 million customers and handling billions of dollars in transactions.

What you will do

• Own and maintain QA evaluation standards, forms, scorecards, and calibration processes.
• Configure and refine ScoreBuddy, including automated scoring prompts and review lists for DSATs, vulnerable clients, complaints, and conduct risk.
• Own monthly and leadership QA reporting, ensuring clear methodology, coverage, sample sizes, and trend tracking.
• Ensure QA captures conduct risk, Consumer Duty obligations, complaint handling, vulnerable client treatment, data protection, and DSAR handling.
• Investigate rebuttals and defend or revise scores using evidence-based judgment.
• Line-manage and develop QA associates while continuing to perform evaluations hands-on.

Requirements

• Experience in QA, compliance, complaints, or quality within financial services or another regulated environment, including managing or mentoring others.
• Understanding of financial-services regulation and QA as a line of defence for clients and the firm.
• Familiarity with Consumer Duty principles, especially complaints and vulnerable-client handling.
• Strong reporting, analytical, investigation, and root-cause analysis skills.
• Excellent written English with strong spelling, punctuation, and grammar skills.
• Willingness to configure AI evaluation tooling, including scorecards and prompts.

Nice to have

• Experience building or overhauling QA frameworks, evaluation standards, or calibration approaches.
• Experience with ScoreBuddy or a similar QA or AI evaluation platform.
• A second language for evaluating customer interactions.
• Familiarity with Genesys, Intercom, or similar contact-centre tooling.
• Background in financial services, fintech, or regulated global operations.

Culture & Benefits

• Hybrid working, flexible hours, and home-office equipment reimbursement.
• Private medical cover, life insurance, a Multikafeteria system, and a performance-related bonus.
• Development programs, mentoring, career progression, leadership training, and LinkedIn Learning access.
• Well-being events, an Employee Assistance Programme, and employee-led diversity networks.
• Three additional days off annually: one for a birthday and two for voluntary work.