Human Resources

Position: Head of Quality Management and Customer Experience Department

Reports to: Head of Institutional Performance Unit

Location: Tirana

Application Deadline: August 4th, 2025

Job Description:

The Head of Quality Management and Customer Experience Department is responsible for developing a strategy to improve customer experience and the quality of banking services, ensuring that all customer touchpoints are in line with bank standards. This role involves designing and managing processes within the bank, that create positive customer experiences and improve the quality of service to them.

Main Responsibilities:

• Responsible for the design, actions and values of the Customer Communication and Quality Management Strategy, with the aim of brand awareness by improving the relevant processes towards quality management.
• Drafting strategies for major projects that include customer information updates, customer satisfaction, voice of the customer, voice of the employee, focus groups, etc.
• Responsible for the design of strategic projects to increase customer satisfaction levels, to improve communication channels, their processing and to change perceptions.
• Contribute directly to the links between customer satisfaction levels through the launch and those of relevant projects, specifically designed to improve the customer experience.
• Gives his contribution regarding the most appropriate alternative channels for the distribution of services to customers;
• Supports promotional activities related to customer service areas.
• Monitors and follows up on processes in place for managing quality and proper display in branches and third parties.
• Uses the results of systematic story research, including “mystery shopping” and customer satisfaction surveys, as well as monitors and analyzes story trends and competitive offers.
• Collects appropriate information, which facilitates competitive customer service.
• Proposes alternative solutions in areas of specifics for improvement.
• Contributes to the effectiveness of advertising campaigns through the management of qualitative research and the systematic collection of data on customer reactions.

Formal criteria:

• Master's degree in Business Administration, Finance-Banking, Management or similar fields;
• Minimum 2 years of experience in a management role in the Banking Sector (preferably in a role related to customer experience or operations);
• Very good analytical and data processing skills;
• Very good communication skills and inter-departmental cooperation;
• Very good organizational skills;
• Knowledge of CRM systems and tools for measuring customer experiences.

How to apply:

Motivated candidates looking for a dynamic job and a professional team are welcome to apply by following these steps:

1-      Send your CV to: [email protected]

2-      In the e-mail, clearly specify the name of the position for which you are applying.

Please, keep in mind that only selected candidates will be contacted further by our Human Resources staff.