Human Resources

Position: Customer Experience & Quality Management Department Specialist

Reports to: Head of Customer Experience & Quality Management Department

Location: Tirana

Application Deadline: August 4th, 2025

Job Description:

The Customer Experience & Quality Management Department Specialist plays a key role in ensuring a consistent, high-quality experience for all bank clients across various touchpoints — in branch, online, and through contact centers. The role is focused on understanding client needs, providing timely and accurate support, and resolving inquiries or concerns with professionalism and care. By promoting a customer-first culture and working closely with internal departments, the specialist contributes to increased client satisfaction, trust, and long-term loyalty toward the bank.

Main Responsibilities:

• Contribute to all processes of the “Customer Experience and Customer Management” unit structure.
• Collects customer information across the Bank’s network, in electronic form, web, etc.
• Is part of the process of interviewing Customers in branches and recording customer feedback during the interview.
• Processes various information related to the Voice of the Customer according to different recording channels.
• Develop telephone calls to Customers according to the work plan on a periodic basis to control changes in the field of Customer Experience (NPS, CSAT, etc.).
• Supports promotional activities in Customer service.
• Monitors and follows up on processes in actions towards management of persons and appropriate persons in branches and third parties.
• Conducts visits to branches with the aim of collecting Branch and Customer views.
• Processes and manages information obtained through questionnaires and surveys for reporting purposes.

Formal criteria:

• University degree in Business Administration, Marketing, Communication or related fields;
• Previous experience in Customer Experience role, or similar roles (preferably 1-3 years);
• Very good communication skills;
• Very good problem solving and complaint management skills;
• Ability to work under pressure and manage multiple tasks simultaneously

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-      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.