Lead Quality Assurance

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 :55 AEST

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• 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

We respectfully ask candidates to hold any questions for the phone interview, where we'll discuss the role in detail and answer any questions. This helps to ensure a focussed, efficient and fair application process. The talent acquisition team looks forward to addressing all inquiries at that time if your application progresses.

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

At NAB, we encourage our colleagues to invest in their skills, experiences and careers. To put your best application forward, we recommend firstly reviewing the job advertisement and the Role Purpose Statement (also known as the position description – this is linked to the job advert). This will give you a clear idea of what the role entails. If the opportunity excites you and aligns with your career aspirations, you should seek your People Leader's endorsement and apply.

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.

We wish you the best of luck with your application Application updates will be shared with you from PageUp (our recruitment system). We recommend you filter our current opportunities to your preferred location before applying. If you require any adjustments to the recruitment process or the role, please let the Talent Acquisition Consultant know.

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.

For details on the recruitment process, and accessibility, please visit To discuss adjustment requirements, please contact the NAB Careers team, via (please reference job number) or visit our Careers page through the link above for other contact options.

Join NAB

If you think this role is the right fit for you, we would love to hear from you. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert. Unsolicited CVs from agencies will not be accepted.