Associate Director, Quality Assurance Frameworks & Innovation

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

As an Associate Director, Quality Assurance Frameworks & Innovation you will be at the forefront of transforming our contact centre quality assurance practices with innovative AI technologies. You will lead the build and implementation of AI-enabled quality assurance, ensuring we maintain a proactive and compliant QA environment. 

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

• Translate quality philosophy into actionable standards and partner with stakeholders to determine Key Risk Indicators (KRIs) and compliance metrics. 

• Govern AI output quality against operational and regulatory standards, ensuring flawless and reliable quality assurance. 

• Drive our transition from manual sampling to AI-assisted, real-time quality monitoring, establishing continuous improvement cycles. 

• Develop and maintain QA frameworks, scorecards, and quality standards with coordinated AI capabilities. 

• Collaborate with our Data & Analytics teams to build an AI-enabled reporting infrastructure. 

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

• 8+ years in quality assurance or operational excellence, with 5+ years in contact centre or regulated customer service environments. 

• Proven experience in AI or technology-led QA implementation, including requirements definition and vendor governance. 

• Hands-on experience with AI/ML QA tools, speech analytics, NLP-based scoring, or automated interaction assessment. 

• Expertise in governing AI model quality, including calibration, bias review, drift monitoring, and regulatory auditability. 

• Strong command of telecommunications regulations (ACMA, ACL, Privacy Act) as applied to AI-generated quality data. 

• Tertiary qualification in quality management, data analytics, operations management, or a related field. 

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 from 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