We are looking for a Head of Direct Banking Quality Assurance to join our External Networks and Alternative Channels team. 

By joining this role, you’ll be part of the Retail Banking Network holding a key management role and will be responsible for leading a cross-functional team.  Your role is pivotal in ensuring service excellence across all Direct Banking units, including Europhone Banking, Self-Service Terminals, Telemarketing, and Hybrid Sales.

The role ensures:

• Customer interactions across all units consistently meet high standards of service, professionalism, and compliance,

• Service quality is monitored, evaluated and continuously improved through structured QA frameworks,

• Training has been performed timely, with high quality material both physically and through eLearning courses

• Operational risks related to customer communication and self-service channels (ATM, APS, etc.) are identified and mitigated proactively,

• Processes across all channels are aligned with Eurobank’s strategic goals and regulatory obligations,

• Customer feedback is systematically captured and translated into actionable improvements,  

• Internal stakeholders are supported with insights (KPIs, reports, audits) that drive decision-making,

• Cross-functional alignment is maintained across units to ensure consistent service delivery and project execution.

Your key responsibilities will be:

• Lead, mentor, and develop the QA team.

• Design and implement a comprehensive quality assurance framework across all sub-units.

• Oversee monitoring activities, including call evaluations, mystery shopping, and customer feedback analysis.

• Foster collaboration with business units, product owners, and operations to ensure process and service standard alignment.

• Define and track quality KPIs and customer experience metrics.

• Coordinate internal audits and prepare for regulatory reviews, contract renewals, and operational risk assessments.

• Promote a culture of service excellence through structured training programs and continuous feedback.

• Work with operational teams to enhance customer touchpoints and streamline processes.

• Contribute to projects aimed at improving customer experience and service automation.

You will be a great candidate if you have:  

• Bachelor’s degree in Business Administration, Economics, or related field (Master’s degree is a plus).

• Proficiency in English (written and spoken).

• Minimum 5 years of experience in a QA leadership role, preferably in banking or telecommunications.

• Strong understanding of service management principles (SLAs, KPIs, NPS, First Contact Resolution, Customer Effort Score).

• Passion for building a customer-centric culture across all contact points.

• Experience with Contact Centers and/or Digital Banking channels.

• In-depth knowledge of QA methodologies, monitoring tools, and best practices.

• Proven leadership skills with the ability to manage diverse teams and drive performance through measurable goals.

• Excellent communication and collaboration skills, with experience in training delivery.

• High analytical capability and attention to detail.

• Familiarity with knowledge management tools.

   

  What’s in it for you:  

  • Competitive remuneration.  

  • Hybrid work: work-life balance through remote and in-office work.     

  • Learning & Development:  

  • Access Unlimited LinkedIn Learnings, international training methodologies  

  • Upskilling, Professional development and career guidance from successful executives.     

  • Identification and Utilization of Talent Pool through a structured Talent Management process.     

  • Wellbeing:  

  • Premium Health & Life insurance for you, your partner and/or your family and mental health support.   

  • Pension plan to support your plans and future financial expectations.    

  • Team building & wellbeing activities.    

  • Potential Extra days of annual leave (Winter Bonus).      

  • Engage in volunteering activities through our TeamUp program.  

  • Extra Benefits: 

  • Exclusive discounts at partner stores.    

  • Staff pricing for banking products.    

  • Nursery and summer camp allowance for your little ones.