Hybrid Head of Direct Banking Quality Assurance

at Eurobank

• Job title: Head of Direct Banking Quality Assurance
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Athens, Greece

About the role

• Head of Direct Banking Quality Assurance ensuring service excellence across Eurobank’s Direct Banking units. Leading the QA team to implement quality frameworks and enhance customer experience.

Responsibilities

• 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.

Requirements

• 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.

Benefits

• 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.
• Exclusive discounts at partner stores.
• Staff pricing for banking products.
• Nursery and summer camp allowance for your little ones.