Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

As Manager, Quality Assurance, you will play a critical role in shaping how quality is measured, governed, and continuously improved across our Contact Centre operations. We are seeking a manager with experience in Contact Centre Quality Assurance, Quality Frameworks, Compliance, or Operational Excellence, who understands how customer interactions are assessed, monitored, and improved within a regulated environment. Working closely with Operations, Compliance, Legal, and Quality teams, you will translate regulatory obligations and business requirements into practical QA frameworks, scorecards, and assessment methodologies that drive both customer and compliance outcomes.

What You'll Do | Your day to day will consist of

• Design, develop, and maintain Contact Centre Quality Assurance frameworks that support consistent, compliant, and effective customer interaction assessments.

• Map regulatory requirements, industry codes, and internal policy obligations against contact centre processes to identify quality, compliance, and control gaps.

• Translate regulatory and operational requirements into structured QA frameworks, scorecards, assessment criteria, and quality measurement standards.

• Review and enhance existing quality scorecards to ensure they remain aligned to changing regulatory requirements, business processes, and customer expectations.

• Support the design of quality assurance approaches that are compatible with both human and AI-assisted assessment models.

• Act as the Quality Assurance representative within change forums and change councils, assessing the impact of business, operational, process, and technology change on QA frameworks and scorecards.

• Conduct change impact assessments, maintain framework governance documentation, and ensure all QA standards remain current, auditable, and fit for purpose.

• Develop and maintain risk-based sampling methodologies that optimise quality coverage across different contact centre teams, customer journeys, and risk profiles.

• Partner with Compliance, Legal, Operations, Analytics, and QA stakeholders to ensure quality frameworks remain aligned with regulatory obligations and operational requirements.

• Maintain structured, audit-ready documentation, including framework repositories, obligation mappings, scorecard governance, and version control records.

What You Bring | What makes you perfect for the role?

• Experience in Contact Centre Quality Assurance, Quality Frameworks, Operational Excellence, Compliance, or Quality Governance within a customer service environment.

• Demonstrated experience designing, implementing, maintaining, or improving Contact Centre QA frameworks, quality standards, scorecards, or assessment methodologies.

• Strong understanding of how customer interactions are assessed and monitored within a contact centre environment, including quality, compliance, and customer experience measures.

• Experience translating regulatory, policy, or business requirements into operational quality assurance frameworks and practical assessment criteria.

• Proven ability to map processes, identify gaps, and develop structured, evidence-based quality and compliance solutions.

• Experience supporting change management initiatives, including conducting impact assessments and managing framework updates arising from business or process change.

• Strong analytical and documentation skills, with the ability to create audit-ready frameworks, process maps, governance artefacts, and assessment standards.

• Excellent stakeholder management skills with the ability to work effectively across Operations, Compliance, Legal, Risk, and Quality teams.

• Highly organised and detail-oriented, with the ability to manage multiple priorities while maintaining a high level of accuracy.

• Experience working in telecommunications, financial services, utilities, insurance, or another regulated customer service environment will be highly regarded.

The good stuff…. | What’s in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym, and on-site childcare centre.

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity