Quality And Nps Manager

**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**_