Quality and Nps Manager

6 months ago

Sydney, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Location**: NSW- Sydney inner
- **Make a genuine difference through the work you do**:

- **Work in a collaborative and inclusive team environment**:

- **Be part of a team where you’re encouraged to experiment and find out where you excel**

**It’s more than a career at NAB. It’s about more opportunity, more moments to make a difference and more focus on you.**

Your job is just one part of your life. When you bring your ideas, energy, and hunger for growth to us, you’ll be recognised and rewarded for your contribution in return. You’ll have our support to excel for our customers, deliver positive change for our communities and grow your career.

It’s a good time to see what more you can find at NAB as Quality Assurance Manager.

**The Role**
- Passionate in simplifying processes and providing strategic recommendations from NPS and Quality Data the Citi Customer Service Quality Assurance Manager provides strategic direction for:

- Implementation of a best-in-class Quality Assurance program for Voice & Non Voice Customer Service Consultants.
- Ensure strategic alignment of this program to our business priorities and adherence to goals.
- Provide customer insights and analysis from NPS & QA data that helps to effect change and simplification recommendations across Citi and White Label Partner Brands.
- Drive awareness and stakeholder engagement in speech analytic tool.
- Be the CitiCustomer Service Champion representative at the BCOP, Vulnerability and Customer 1St forums.
- Accountability of the overall Governance of the Quality Assurance Framework
- Project Manage the migration/alignment of Quality Assurance Frameworks for Citi Division to NAB.

**Key Accountabilities**:

- Ongoing Management of Citi & White Label Partners Quality Framework
- Project Manage the migration/alignment of Quality Assurance Frameworks for Citi Division to NAB.
- Ensure success of the Quality Assurance program for Voice & Non-Voice Customer Service Officers.
- Provide customer insights and analysis from NPS & QA data that helps to effect change and simplification recommendations across Citi and White Label Brands.
- Work in partnership with Customer Service teams to implement solutions which drive continual improvement of resolution rate and NPS and robust coaching programs.
- Lead Customer First initiatives for Citi Division Customer Service teams and participate or lead Customer Experience, Banking Code of Practice and Vulnerability project teams.

**Key Skills**
- Effective prioritization skills involving multiple key stakeholders
- Excellent oral & written communication skills.
- A customer satisfaction care and passion
- Have the ability to push back and create alternate solutions.

**Experience**
- Experience in building NPS and Quality Assurance program awareness.
- Experience with Speech Analytics Tools
- NPS - Qualtrix system
- Ability to proactively engage with key stakeholders to identify information required to perform in the role.
- Ability to work in a fast-paced changing environment with multiple tasks.
- Attention to detail and the ability to prioritise work to ensure delivery to deadlines.

**If you think this role is the right fit for you, we invite you to apply.**

By joining the team, you are committing to putting our customers’ needs first every time. You will be ambitious for growth; always curious and learning from colleagues. You will speak honestly, always valuing the time and opinion of others. You will own your work, doing what’s right, even when it’s hard.

**A diverse and inclusive workplace works better for everyone.**

At NAB, we are intent on building a culture we can all be proud of what we do. One based on trust and respect and where our differences are celebrated. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves.

**Join NAB**
If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

We support our colleagues to be their best by offering a wide range of educational, financial, lifestyle, health & wellbeing benefits

**_ **Please note unsolicited CVs from agencies will not be accepted**_

  • Internal Communications Manager

    6 months ago

    Sydney, Australia Westpac Banking Corporation Full time

    Internal Communications Manager **Exciting Opportunity in Insights & Analytics (I&A)** - **Why Join Us?** - Lead the development and implementation of engagement strategies to foster partnerships within I&A, CBMO, and other business units. - Utilize data and analytics to strategically position the I&A team within the organization. - Drive brand strategy...

  • Internal Communications Manager

    8 months ago

    Sydney, Australia Westpac Full time

    **Exciting Opportunity in Insights & Analytics (I&A)** - **Why Join Us?** - Lead the development and implementation of engagement strategies to foster partnerships within I&A, CBMO, and other business units. - Utilize data and analytics to strategically position the I&A team within the organization. - Drive brand strategy development for NPS, a key component...

  • Quality Assurance Analyst

    2 months ago

    Sydney, Australia Commonwealth Bank Full time

    **_** Please note this is a 12-month secondment. _** The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the COO. The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the delivery of excellent business and...

  • Quality Assurance Analyst

    2 months ago

    Sydney, Australia Commonwealth Bank of Australia Full time

    Quality Assurance Analyst ** Please note this is a 12-month secondment.** The Chief Controls Office (CCO) is a first line of defence function that provides comprehensive and integrated risk services in support of the COO. The value proposition of the CCO is to provide skilled, practical and efficient risk management to support the COO in the delivery of...

  • Product Manager

    2 months ago

    Sydney, Australia My NRMA Full time

    **Company Description** We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside assistance to electric vehicle charging networks, holiday parks and lodges, car rentals, and harbour transport and ocean cruising we are striving to make a difference that...

  • Project Administrator for Complex Project Management

    4 weeks ago

    Sydney, New South Wales, Australia Quality People Full time

    Company OverviewQuality People is a leading provider of professional services, dedicated to delivering exceptional results in complex project management.SalaryWe offer a competitive salary of AU$85,000 per annum, reflecting the high level of expertise required for this role.Job DescriptionThe Project Support Officer will play a critical role in supporting...

  • Continuous Improvement Manager

    7 months ago

    Sydney, Australia Domain Group Full time

    A great opportunity for an CX Continuous Improvement Manager to join Domain, reporting to the Director Customer Experience Operations. The Customer Experience, Continuous Improvement, Analytics and Voice of Customer function is accountable for articulating and delivering the Operational Roadmap through Continuous Improvement & Strategic Projects, governing...

  • Quality Manager

    2 months ago

    Sydney, New South Wales, Australia Ertech Full time

    At Ertech, we're seeking a highly skilled Quality Manager to oversee our project-based quality assurance program. This is a permanent full-time position based in Sydney, NSW.The successful candidate will be responsible for implementing our organisational Quality Management System to ensure quality objectives and targets are met. They will also ensure that...

  • Quality Manager

    2 weeks ago

    Sydney, Australia Michael Page Full time

    $140-160k plus superAbout Our ClientOur client is within the cosmetics space and is experiencing impressive YOY growth. You have definitely come across their products!Job DescriptionAs Quality Manager you will be responsible for the design, deployment and then implementation of a quality management programme from quality assurance to control.This could look...

  • Quality Manager

    6 months ago

    Sydney, Australia Macquarie Geotech Full time

    MacGeo is looking to appoint a **Laboratory Quality Manager **on a full time, permanent basis. As a Quality Manager you will be responsible for the ongoing management and implementation of Quality Assurance across all MacGeo Laboratories. Macquarie Geotechnical is a Geotechnical Consulting / Drilling & Construction Materials Testing company providing...

  • Quality Manager

    7 months ago

    Sydney, Australia Pact Group Full time

    Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local dairy producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture. **About this opportunity** We specialise in the manufacture and supply of rigid plastic...

  • Quality Manager

    6 months ago

    Sydney, Australia Blackbook Executive Full time

    Provide tactical support to the site team and lead quality root cause analysis. - Ensure that quality management processes and systems are proactively managed. - Continually improve quality to ensure "We only make products we are proud of". **The Company** A leading wholesale building materials company with multiple sites across Australia and a parent...

  • Quality Manager

    4 weeks ago

    Sydney, New South Wales, Australia Ertech Full time

    About ErtechErtech is a leading Australian civil and electrical construction business delivering services to a diverse range of industries, including the private and public sector, state and federal governments across Australia.About the RoleThis is a permanent full-time position based in Sydney, NSW.We have a great opportunity for a Quality Manager or...

  • Quality Manager

    7 months ago

    Sydney, Australia Pact Packaging Full time

    **Company Description** Our Pact Packaging division is pioneering a whole of product life cycle approach to sustainable packaging. Partnering with global brands to local producers, we integrate supply chain efficiencies and sustainable practices into everything we design and manufacture. **Job Description** About this opportunity** We specialise in the...

  • Quality Manager

    4 months ago

    Sydney, Australia Uniting Full time

    **Quality Manager - Property Development - Full time permanent role based in Sydney CBD** - Elevate Standards: Oversee Quality from Concept to Completion - Champion Quality and Compliance: Shape High-Impact Projects in a Mission-Driven Organisation - **Base Salary + Super and NFP Salary Packaging Benefits (extra $18,550 tax-free) - Take home more...

  • Quality Manager

    6 months ago

    Sydney, Australia Marriott International, Inc Full time

    **Job Number** 24013496 **Job Category** Procurement, Purchasing, and Quality Assurance **Location** W Sydney, 31 Wheat Road, Sydney, New South Wales, Australia VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Management **Natural Talent** Explore an exciting new career path at W Hotels where your natural...

  • Quality Manager

    6 months ago

    Sydney, Australia Be Recruitment Group Full time

    $120-150k + Super | WFH anywhere in NSW, QLD and VIC - Build and maintain an innovative and quality-driven culture - Ongoing growth and development opportunities **Welcome to HomeMade - where innovation meets excellence!** Transforming home care in Australia through a creative approach, designed to support people in achieving their goals while living at...

  • Quality Manager

    6 months ago

    Sydney, Australia Calvary Full time

    Quality Manager - Aged Care Calvary Retirement Communities Exciting Career Progression Opportunity! Permanent Full Time Position! Make a difference at one of Australia’s leading health care providers! About the role As the Quality Manager - Aged Care, you will report to the General Manager Aged Care and work in close collaboration with the Residential...

  • Quality Manager

    6 months ago

    Sydney, Australia Healthcare Australia Full time

    Competitive salary up to $130,000 + super - Great work/life balance - no weekends! - Career progression pathways to facility management **The Opportunity** Our client is seeking a highly motivated Quality Manager to join an industry leading organisation in Southern Sydney. What's on offer: - Competitive salary up to $130,000 + super - Great work/life...

  • Quality Manager

    2 months ago

    Sydney, Australia TransGrid Full time

    Proudly making a difference with the transition to renewable energy Diverse, inclusive, and supportive organisation Based in Sydney CBD with hybrid work arrangements About us At Transgrid, we play crucial role in connecting electricity generators to the distribution network that power homes and businesses - we operate over 13,000km of high voltage...