Associate, Complaints Quality

Associate, Complaints Quality

• Job number: 804475

• Primary position location: VIC- Melbourne CBD

• Category: Call Centre/Contact Centre

• Work type: Permanent Full time

• Closing at: Nov :55 AEDT

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• Permanent position in Melbourne Docklands
• Provide analysis and generation of timely unique insights that support the quality of complaints capture, investigation and/or resolution of complaints.
• Make a real difference for our customers and communities.

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our 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 an Associate, you will join the Complaints Quality Team that's doubling down on customer obsession.

This role will be incredibly rewarding. From initial customer contact and resolution at front line, escalation to NAB Resolve or Australian Financial Complaints Authority (AFCA) you will have the opportunity to make a difference in the way complaints are resolved at NAB.

As an Associate, Complaints Quality, you will assist in implementing the complaints customer experience quality framework across the enterprise. You will conduct quality assessments of complaints, identify trends and drive continuous improvement through coaching to ensure a positive customer experience.

Each day, you'll go above and beyond to:

• Conduct quality assessments of written and verbal work by complaint handlers across enterprise and ensure that risk requirements of quality assessments are achieved each month.
• Conduct analysis and generation of timely unique insights that support the quality of complaints capture, investigation and/or resolution of complaints.
• Develop and implement process improvement initiatives on complaints.
• Contribute to improved capability and engagement of teams, as well as improved customer experience.
• Proactively monitor risk and assurance requirements within agreed Risk Appetite and manage non-compliance in a timely manner.
• Create a supportive, inspiring and customer focused environment for all colleagues at NAB.

We're looking for the best and brightest to deliver the best for our customers. You'll need:

• Previous experience with analytics and visualisation of insights across key performance indicators.
• Reporting and coaching experience would be beneficial.
• Strong business improvement or business analysis experience.
• Strong attention to detail and the ability to ask the right questions to obtain the right outcomes.
• Knowledge and understanding of enterprise products and services.
• Curious mindset and willingness to learn in an ambiguous and fast paced environment.

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.