Customer Experience Quality Assurance Team Lead
IG operates an award-winning trading platform and provides forex trading services, support, and educational resources through IG Academy.
Maintainer signals as of 8/23/2026
About IG
IG is a trading-services company offering an award-winning trading platform, including forex trading services in the US. Its website highlights instant support and educational resources through IG Academy, and warns users about the risks of leveraged CFD trading.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own the evaluation framework, standards, scorecards, and calibration process while configuring and refining ScoreBuddy for automated quality assessment. You will manage QA reporting, monitor conduct and regulatory risks, turn findings into training insights, handle score rebuttals, lead QA associates, and perform evaluations yourself.
Requirements
- Experience in QA, compliance, complaints, or quality within financial services or another regulated environment
- Experience managing or mentoring others
- Understanding of financial-services regulation and QA as a line of defence
- Familiarity with Consumer Duty, complaints, and vulnerable-client handling
- Strong reporting and analytical skills
- Ability to defend standards with evidence
- Excellent written English and strong spelling, punctuation, and grammar
- Customer-centric investigation skills
- Willingness to configure AI evaluation tooling
- Experience building or overhauling QA frameworks is desirable
- Experience with ScoreBuddy or a similar QA or AI evaluation platform is desirable
- A second language is desirable
- Familiarity with Genesys, Intercom, or similar contact-centre tooling is desirable
- Financial-services, fintech, or regulated global-operations experience is desirable
Responsibilities
- Maintain evaluation standards forms and scorecards
- Run calibration across evaluators
- Configure and refine ScoreBuddy scorecards and prompts
- Maintain risk flags for human review
- Produce QA and leadership reporting
- Track compliance conduct and Consumer Duty findings
- Turn QA findings into training and coaching insights
- Handle evidence-based score rebuttals
- Manage and develop QA associates
- Perform quality evaluations
Benefits
- Flexible working hours and hybrid working
- Home office equipment reimbursement
- Performance-related bonus
- Private medical cover for the employee and family or partner
- Multikafeteria system
- Life insurance
- Employee-led LGBTQ+, Women’s, Black, and Parents & Carers networks
- Well-being events and Employee Assistance Programme
- Summer picnic, New Year party, and other social events
- Three additional days off per year including birthday and voluntary-work days
