Admissions Team Lead overseeing operations in Cedars - Sinai Patient Access Contact Center. Coaching team members and ensuring quality of patient registration and flow.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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