Head of Direct Banking Quality Assurance

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.    

   

  Join us!  

  If you think you are the right fit for this role, we'd like to hear from you! Apply by 14/01/2026
   

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  At Eurobank we are committed to providing equal employment opportunities and prohibit all forms of discrimination. All applicants will be treated fairly and with the utmost confidentiality.