Lead Quality Assurance

2 weeks ago

Melbourne City Centre, Australia NAB Full time

Lead Quality Assurance
- Job number: 802670
- Primary position location: VIC- Melbourne CBD
- Primary position location: VIC- Melbourne inner
- Category: Banking & Financial Services
- Category: Call Centre/Contact Centre
- Work type: Permanent Full time
- Closing at: Sep 3 2025 - 23:55 AEST

**Favourite**

- **Everyone is given the opportunity to learn, grow and achieve**:

- **Bring your ideas, ambitions, and passion both in and outside of work**:

- **Enhance your knowledge for new process execution within Contact Centre Enablement**

Our people are who make the difference for our customers through their interactions. Our customer mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

In the role of **Lead Quality Assurance**will report to **Head of Contact Centre Enablement.**It is an exciting time to join our **Fulfilment and Operations** team that’s doubling down Customer Obsession.

**Each day, you’ll go above and beyond to**:

- Develop and maintain skilled and motivated analysts across the team
- Ensure the monitoring control is executed soundly
- Monitor model performance and make model and business rule changes as required
- Identify continuous improvement for procedures and help with solutions
- Ensure all personal training records are maintained and kept up to date
- Coach, monitor and supervision of analysts to ensure they perform their role in a compliant and effective manner
- Work with all internal operating policies and procedures relevant to the position

**We are looking for the best and brightest to deliver the best for the customers. You’ll need**:

- Proven experience in financial services industry
- Experienced in team leadership
- Strong Call centre experience
- Experience in coaching and developing a teams

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

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated.

**Build your career with NAB**

**_ Note: all NAB colleagues are encouraged to have a minimum of 18 months tenure in their current role. _**

**Looking for career advice?**

We’re excited about your interest in this opportunity For personalised career advice and to discuss your growth within NAB, please speak with your People Leader. They know your journey best and can offer the most relevant support and guidance. Additionally, please visit CareerU or Careers at NAB for useful tips and tools. Our Talent Acquisition Consultants are dedicated to the hiring process and will not have the full picture of your career path.

Include below on external ad only:
**A diverse and inclusive workplace works better for everyone**

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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