Associate Director, Quality Assurance Performance & Standards

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

The Associate Director, Quality Assurance Performance & Standards provides strategic leadership in the design and uplift of Quality Assurance standards across the contact centre. This role drives a proactive, risk-based approach to Line 1 quality assurance ensuring frameworks are forward looking, intelligence-led, and aligned to regulatory and enterprise risk requirements. 
 
Through a strategic risk lens, the role identifies emerging quality risks, prioritises assurance activity to strengthen the business’s compliance posture. Central to the remit is the governance and integrity of QA data and reporting, delivering trusted, actionable insights to enable informed decision-making. 

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

• Build and maintain enterprise QA frameworks, standards, and methodologies that define quality excellence across all contact center operations and offshore partners. 

• Lead a team of quality standards professionals, driving performance, capability development, and succession planning. 

• Serve as custodian of QA methodology, ensuring frameworks maintain regulatory alignment and operational relevance while adapting to business needs. 

• Take responsibility for contact center quality performance reporting, dashboards, insights, and scoring models, collaborating with Data and Analytics on development and upkeep. 

• Drive QA strategy and innovation through technology, automation, and AI to improve quality monitoring and insight generation. 

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

• Tertiary qualifications in quality management, business analytics, operations management, or related fields. 

• Minimum 8+ years' experience in quality assurance or operational excellence with framework development responsibilities. 

• Strong understanding and practical application of risk management methodologies & frameworks 

• Strong understanding of telecommunications regulations (ACMA, ACL, Privacy Act). 

• Proven leadership and people management skills with the ability to build high-performing teams. 

• Background in contact center quality or regulated customer service settings. 

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