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Quality Assurance Lead

NAB National Australia Bank - Sydney, NSW

Banking & Finance
Source: uWorkin


  • Optimise Quality Assurance function and capability
  • Join a high growth digital bank
  • Sydney CBD location, with WFH flexibility

At UBank, we want to help Australians take control of their money and we’re seeking a passionate person to join our team to lead the Quality Assurance team. To drive customer advocacy and help UBank achieve its strategy, this role will be responsible for ensuring effective execution of the Quality Assurance frameworks across the business. Reporting into the Manager of Complaints and Compliance, you will also assist management to drive a greater understanding of regulatory requirements and identify control gaps to help improve the customer experience.

Your responsibilities would include…

  • Supporting the development of methods, standards, checklists, procedures, business tools and templates for Quality Assurance where required
  • Engage and influence stakeholders from a variety of different business units including Home Lending, Product, Customer Service and CRO teams
  • Reviewing and arbitrating challenges tabled by the UBank frontline teams
  • Providing trends and meaningful insight to stakeholders on quality common errors and quality coaching needs
  • Coaching team members to ensure they have the skills and knowledge to execute their roles
  • Managing workload prioritisation of the team and ensuring deadlines are met within a timely and accurate manner
  • Driving the UBank culture within the team.

You’re a person who has…

  • A thorough understanding of Operational Risk and Compliance
  • An ability to manage deliverables and drive completion dates from team
  • A practical approach to solving issues with strong commercial acumen
  • Excellent time management skills and an ability to multi-task and adapt to changing priorities
  • Strong communication skills with the ability to engage, build relationships and influence stakeholders
  • A growth mindset… someone who is willing to see what’s always been done (whether that’s at UBank or the industry) and find ways to significantly improve it
  • A passion for helping our customers and is obsessed with providing the ultimate customer experience.
  • While tertiary qualifications are not essential, any qualification and experience in Banking and Finance in line with the demands of the role are viewed beneficially.

About UBank…

We’re a small but mighty team of 310, with the majority of our team based in Sydney. We’re proud to be backed by NAB and work closely with stakeholders across the Group.

We’re officially one of the best places to work in Australia, having been included in the Best Place to Work Awards in 2019 and 2020. We're also the only bank to have ever been included, which we are really proud of.

Every day, our passion for customers drives us to help our 600,000+ customers be the boss of their money with just four simple banking products. We obsess about new technologies that we can innovate with to make life better for our customers.

The best part is we’re only just getting started and we need more awesome people to join the team.

To be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status. Please note candidate screening and interviews may be conducted prior to the closing date of the job advert.