Customer Experience Quality Assurance Analyst (Fintech)

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

Salary: from 8,900 PLN; 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, to review automated scores, investigate risk flags, and apply the QA framework consistently.
• Identify conduct risks involving investment advice, risk-and-reward representation, market abuse, data protection, DSAR handling, complaints, and vulnerable clients.
• Perform root cause analysis on DSATs and other negative outcomes, identifying patterns across interactions, agents, and teams.
• Deliver evidence-based feedback, handle score rebuttals, and contribute insights to training, coaching, and performance development.
• Complete CX agent training before progressing to independent evaluations, RCA work, and conduct-risk analysis.

Requirements

• Understanding of the importance of regulation and QA in financial services or other regulated environments.
• Familiarity with Consumer Duty principles, especially complaints and vulnerable-client handling.
• Excellent written English with strong spelling, punctuation, and grammar.
• Customer-centric judgment, strong investigation and analytical skills, attention to detail, and consistent decision-making.
• Confidence to provide honest, constructive feedback and defend assessments under challenge.

Nice to have

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

Culture & Benefits

• Hybrid work, flexible working hours, and home-office equipment reimbursement.
• Private medical cover, life insurance, a Multikafeteria benefits system, and a performance-related bonus.
• Development programs, mentoring, career progression, technical and leadership training, and 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.