Customer Experience Quality Assurance Team Lead (Fintech)

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

Salary: from 10,000 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 large-scale financial transactions.

What you will do

• Own and maintain QA evaluation standards, forms, scorecards, and calibration practices.
• Configure and refine ScoreBuddy, including automated scorecards, prompts, and risk-detection lists for DSATs, vulnerable clients, complaints, and conduct risk.
• Produce methodologically sound monthly and leadership reporting covering volumes, coverage, sample sizes, compliance assurance, and trends.
• Turn QA findings into insights that improve training, coaching, and performance development across Customer Experience teams.
• Ensure evaluations address conduct risk, Consumer Duty, complaint handling, vulnerable clients, data protection, DSAR handling, and investment-related risks.
• Line-manage QA associates while continuing to perform hands-on evaluations and calibration.

Requirements

• Experience in QA, compliance, complaints, or another quality-focused role within financial services or a 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, written communication, spelling, punctuation, and grammar skills.
• Confidence defending evidence-based quality standards and challenging rebuttals constructively.
• Willingness to configure AI-based QA 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.
• Ability to evaluate customer interactions in a second language.
• Experience with Genesys, Intercom, or similar contact-centre tooling.
• Background in fintech, financial services, or regulated global operations.

Culture & Benefits

• Hybrid working with flexible working hours.
• Home-office equipment reimbursement and performance-related bonus.
• Private medical cover, cafeteria benefits, life insurance, and additional annual days off.
• Development programmes, mentoring, leadership training, career progression, and LinkedIn Learning access.
• Employee assistance, well-being events, volunteering opportunities, social clubs, and employee-led inclusion networks.

Hiring process

• The first months include CX agent training to learn the products, systems, and processes from the agent perspective.
• The role then progresses through reviewing the current QA framework, taking ownership of standards and tooling, and establishing consistent evaluation practices.