Customer Experience Quality Assurance Analyst (Fintech)

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

Salary: Starting from 8,900 PLN per month; final offer depends on experience and competencies.

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

• Evaluate phone calls, web chats, and emails across global Customer Experience teams against quality, security, communication, conduct, and regulatory standards.
• Use ScoreBuddy, an AI-assisted QA platform, alongside the wider evaluation framework to identify quality and conduct risks at scale.
• Identify investment advice issues, unbalanced risk and reward representation, market abuse indicators, data protection and DSAR concerns, and Consumer Duty breaches.
• Conduct root cause analysis of DSATs and other negative outcomes, identifying patterns across interactions, agents, and teams.
• Provide clear, evidence-based feedback and confidently handle score rebuttals from agents and team leads.
• Feed evaluation insights into training, coaching, and performance development.

Requirements

• Understanding of the importance of regulation in financial services and the role of QA in protecting clients and the firm.
• Familiarity with Consumer Duty principles, especially complaints and vulnerable client handling.
• Excellent written English with strong spelling, punctuation, and grammar skills.
• Customer-centric mindset with strong investigation, analytical, attention-to-detail, and consistency skills.
• Confidence to provide honest, constructive feedback and defend assessments when supported by evidence.
• Willingness to complete CX agent training before independently evaluating interactions.

Nice to have

• Experience in QA, compliance, complaints, or customer service within financial services or another regulated environment.
• Ability to evaluate customer interactions in languages other than English.
• Familiarity with Genesys, Intercom, ScoreBuddy, or similar contact-centre and QA platforms.
• Experience with quality frameworks, scorecards, or structured evaluation methodologies.

Culture & Benefits

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