Quality Assurance Operations Specialist

It starts with YES!

​​​​​​​At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.
 

The Quality Assurance Operations Specialist will drive key operational requirements specifically in relation to Quality Assurance activities in Community of Experts, and Billing and Credit Contact Centre locations.
 

Additionally, this role will be responsible for the operational management of the Quality Control Site Assurance program across Branded Retail, Non-Branded Retail, Affiliate Partners, and Offshore Contact Centre teams. The role will lead the review of actions completed, creation of key documentation and artifacts, and managing visitation schedules to determine focus sites for assessment.
 

The role will collaborate directly with the broader Quality Assurance team, Performance Managers, Contact Centre leaders and Retail Area and State Managers to ensure that key Quality Assurance program activities such as training, calibration and Check the Checker assessments are completed and reported on, site assurance standards are met and driving best practice compliance within both Contact Centre and Retail locations.
 

Your day in the life at Optus
 

• Manage training, calibration and Checker the Checker activities on behalf of the Quality Assurance Team
• Maintain benchmark repository and storage systems of Quality Assurance requirements to meet and exceed standards associated.
• Support the Quality Control Site Inspection Program, by completing a minimum of 2 x site visits per month across Branded and Non-Branded Retail outlets.
• Coordinate with site assessors visit schedule through review of high-risk sites based on compliance reporting indicators, ensuring high priority sites are visited first and at least each site nationally is visited at least once annually.
• Conduct PIRs to evaluate success of Quality Assurance delivery into Contact Centre locations.

Your skills to pay the bills,
 

• Proven experience in a similar role, Contact Centre experience is crucial.
• Core understanding of Customer Relationship Management Systems
• Ability to operate with ambiguity, multitask & move with rapid speed.
• Capability to think around a multi-faceted issue to quickly identify the best solution.
• Excellent communication and stakeholder management, with the ability to influence and lead decisions.

Perks we love at Optus,
 

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
 

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. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.
 

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