Service Quality & Incident Assurance Analyst

About Us

At EveryPay, we are on a mission to build the digital financial infrastructure that underpins e-commerce in Greece, empowering marketplaces and merchants to grow.

We are a team of enthusiastic people, driven by our values to Empower Customers, work as a Team Together, Manage Risk and Get Stuff Done.

We are proud to have built the payments layer connecting most Greek marketplaces and merchants with world-class schemes like Visa and Mastercard. We service most Greek marketplaces, including Greece’s largest and most successful marketplace, Skroutz. Our systems connect to thousands of banks in Greece and abroad. Our technology processes tens of thousands of transactions every day, representing billions of euros worth of e-commerce. If you have bought something online in Greece, chances are you have already used our payments product.

EveryPay is fully owned by the Skroutz Group of companies and is both a tech company and a regulated financial services institution. Therefore, you will be exposed to the world of the tech payments sector as well as the world of financial services.

The Role

EveryPay is looking for a Service Quality & Incident Assurance Analyst to strengthen the organization's ability to detect, manage, document, and learn from operational and security incidents across its payment infrastructure. This role sits at the intersection of service management, ICT risk, and regulatory compliance — ensuring that incidents affecting Critical or Important Functions (payment transaction execution, merchant settlement, and safeguarding of client funds) are handled with the rigor expected by the Bank of Greece and by DORA's incident management and reporting obligations.

The ideal candidate combines an analytical, process-driven mindset with hands-on familiarity with cloud-native, always-on payment environments, and is comfortable working closely with engineering, product and compliance stakeholders.

Key Responsibilities

• Own and continuously improve the service quality and incident management lifecycle, ensuring effective detection, triage, classification, escalation, resolution, and post-incident review across ICT, security, production, and service-quality incidents.
• Plan, coordinate, and execute quality assurance activities for software releases, including functional, regression, integration, smoke, and production validation testing, ensuring changes meet business, operational, and regulatory requirements before deployment.
• Review release readiness by validating test evidence, QA sign-offs, rollback plans, deployment procedures, monitoring coverage, operational documentation, and support readiness before approving production changes.
• Develop, maintain, and execute test scenarios, test cases, and validation checklists for new features, bug fixes, configuration changes, and payment platform enhancements, ensuring comprehensive coverage of critical business flows.
• Perform production verification and post-release validation, confirming successful deployments, monitoring key service indicators, validating critical payment journeys, and coordinating rapid rollback where required.
• Maintain incident, problem, and quality records, ensuring end-to-end traceability, root cause analysis, defect tracking, corrective and preventive actions (CAPA), and verification of remediation effectiveness.
• Support Change and Release Management activities, validating deployment plans, production risk assessments, implementation schedules, communication plans, and operational readiness for all production releases.
• Contribute to the continuous improvement of QA processes, testing frameworks, release governance, operational runbooks, and production support procedures, promoting quality-by-design and shift-left testing practices.
• Collaborate closely with Product, Engineering and Operations teams to improve software quality, release confidence, production stability, and customer experience through data-driven quality assurance practices.

Requirements

• 2–5 years of experience in Software Quality Assurance (QA), Software Testing, Release Validation, or a related quality engineering role, preferably within a regulated environment (financial services, payments, fintech, or telecommunications).
• Hands-on experience designing, executing, and maintaining test cases and test scenarios for functional, regression, integration, end-to-end (E2E), smoke, and user acceptance testing (UAT).
• Experience validating software releases by verifying business requirements, acceptance criteria, production readiness, and post-deployment functionality.
• Experience identifying, documenting, prioritizing, and tracking software defects, working closely with Product Managers, Developers, and Engineering teams to ensure timely resolution.
• Experience using test management and defect tracking tools, such as Jira, Xray, Zephyr, TestRail, Azure DevOps, or similar platforms.
• Experience testing APIs and system integrations using tools such as Postman, Swagger/OpenAPI, or similar.
• Analytical mindset with strong troubleshooting, root cause analysis, and documentation skills, capable of translating business requirements into comprehensive test coverage.
• Working knowledge of SQL, APIs, cloud-native applications, and distributed systems sufficient to validate business workflows and investigate defects; deep software development experience is not required.
• Experience supporting production releases, including smoke testing, production verification, release validation, and post-deployment quality checks.
• Knowledge of incident, change, and release management processes (ITIL or equivalent) and the ability to support production stability and service quality.
• Familiarity with regulatory and security frameworks such as DORA, PCI DSS, GDPR is considered an advantage.
• Excellent written and verbal communication skills in Greek and English, with the ability to produce clear test reports, defect documentation, release validation reports, and quality metrics.

Nice to Have

• Experience in the payments, banking, fintech, or other regulated industry.
• Experience with API testing, SQL, and test automation tools (e.g., Postman, Selenium, Cypress, or Playwright).
• Familiarity with CI/CD pipelines, release validation, and production verification practices.

Why Join EveryPay?

• Shape the core payments infrastructure of Greece
• Own a high-impact role directly tied to company growth and revenue
• Work at the intersection of technology, payments, and financial services
• Be part of a fast-growing, ambitious team within the Skroutz ecosystem

What's it like to work at EveryPay?

• Competitive full-time salary 💸
• Private Family Medical Plan 🏥
• Monthly meal allowance 🍽️
• Learning and development programs and access to relevant resources 📚
• A flexible hybrid model of work
• Free Skroutz Plus subscription ➕
• Free wellness subscription 🏋️♀️
• birthday leave
• Being part of an environment that gives employees large goals, autonomy, and mentoring, creating incredible opportunities, both for you and the company! 🪴

Disclaimer:

EveryPay collects and processes personal data in accordance with the EU General Data Protection Regulation (GDPR). We are bound to use the information provided within your job application for recruitment purposes only and not to share these with any unauthorized third parties. Please read our Recruitment Privacy Policy below.

Recruitment Privacy Policy

The Company EVERYPAY PAYMENT SERVICES SINGLE MEMBER SOCIETE ANONYME (hereinafter referred to as "EVERYPAY") collects CVs and personal data in order to evaluate and select suitable candidates for potential employment.

In accordance with Regulation (EU) 2016/679 on the protection of personal data, EVERYPAY provides you with the following information regarding the collection and processing of your personal data.

1. Data Collection

The personal data we collect is voluntarily submitted to EVERYPAY by you and includes the information contained in your CV and any accompanying documents. This data may include: full name, contact phone number, e-mail address, educational and professional background, etc.

2. Purpose

The data is processed solely for the purpose of evaluating your qualifications for potential employment within EVERYPAY.

3. Legal Basis

The legal basis for processing your personal data is your consent, which is provided upon submission of your CV.

4. Data Recipients and Transfers

Your personal data will only be accessed by authorized personnel of EVERYPAY involved in the recruitment process. It will not be transferred to any third party or to any country outside the European Economic Area (EEA).

5. Data Retention

In case you do not enter into an employment relationship with EVERYPAY, your personal data will be deleted permanently from our records, unless you have provided your consent to retain your CV for future opportunities. In that case, your data will be securely stored for up to two (2) years from the date of our last contact. EVERYPAY ensures that only authorized personnel have access to this data and that appropriate technical and organizational measures are in place to safeguard confidentiality and integrity.

6. Your Rights

You have the right to:

· Withdraw your consent at any time (without affecting the lawfulness of processing carried out before withdrawal)

· Request access to your personal data

· Request rectification or erasure of your data

· Restrict or object to the processing of your data

· Request data portability

· Lodge a complaint with the Hellenic Data Protection Authority (www.dpa.gr)

To exercise these rights, you can contact us here: dpo@everypay.gr or at the address: Averof 34A, 14232, Nea Ionia, Athens for the attention of: Data Protection Officer.

CONSENT FOR THE PROCESSING OF PERSONAL DATA
By submitting your CV, you explicitly consent to the collection and processing of your personal data as described [above]. You may revoke this consent at any time, by contacting us at: dpo@everypay.gr.