Quality Assurance Team Lead (Fintech)

TL;DR

Quality Assurance Team Lead (Fintech): Rebuilding the QA framework and standards for global customer experience operations with an accent on AI-assisted tooling and regulatory compliance. Focus on configuring the ScoreBuddy platform, driving calibration, and leading a team to ensure consistent, high-quality service standards.

Location: Must be based in or able to commute to Kraków, Poland (Hybrid: 3 days in office).

Salary: From 10,000 PLN.

Company

A FTSE 100 fintech operating globally, serving over 1.3 million customers with a focus on scale, trust, and innovation.

What you will do

• Own and maintain evaluation standards, scorecards, and calibration processes to ensure consistency.
• Configure and refine the ScoreBuddy AI platform to automate scoring and risk detection.
• Produce methodologically sound reporting for leadership on coverage, volumes, and conduct risk.
• Act as the authority on quality standards and handle escalations regarding evaluation outcomes.
• Line manage and develop QA associates, fostering a culture of accuracy and consistency.
• Perform hands-on evaluations to stay close to the work and maintain high standards.

Requirements

• Proven experience in QA, compliance, or quality roles within a regulated financial environment.
• Strong understanding of Consumer Duty principles and conduct risk.
• Excellent written English proficiency (C1 level).
• Ability to work in a hybrid model in Kraków, Poland.
• Strong analytical and reporting skills with the ability to derive actionable insights.
• Experience in mentoring or managing team members.

Nice to have

• Experience building QA frameworks or evaluation standards from scratch.
• Hands-on experience with AI evaluation platforms like ScoreBuddy.
• Proficiency in a second language.
• Familiarity with contact centre tooling such as Genesys or Intercom.

Culture & Benefits

• Hybrid working model with home office equipment reimbursement.
• Private medical cover for you and your family.
• Performance-related bonus and life insurance.
• Access to LinkedIn Learning and leadership training programs.
• Multikafeteria system for sports and vouchers.
• Additional days off for birthdays and volunteering.