Manager - QSA Frameworks

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 - QSA Frameworks, you will play a pivotal role in bridging regulatory requirements with our business processes, ensuring flawless execution and continuous improvement. You'll be at the forefront of crafting our Quality Assurance frameworks across the contact centres to ensure regulatory compliance and operational excellence.  

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

• Align regulatory requirements, industry codes, and internal policy obligations with current contact centre business processes to detect coverage gaps and control dependencies. 

• Develop clear, structured foundational frameworks that define what each regulatory obligation requires of QA, informing scorecard build from the ground up. 

• Review existing scorecards against updated regulatory or process requirements and recommend targeted amendments. 

• Serve as QSA's nominated representative at change councils, assessing proposed business, system, or process changes for their impact on QSA operations, frameworks, and scorecards. 

• Build risk-based sampling methodologies that optimise QA coverage and prioritisation. 

• Coordinate with relevant QSA and operational stakeholders to action required changes arising from the change council process. 

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

• Minimum 2+ years experience in business analysis, process analysis, or compliance mapping within a regulated environment. 

• Proven experience aligning regulatory or policy requirements with operational workflows. 

• Strong analytical skills — able to read regulatory instruments and translate obligations into operational process requirements. 

• Highly organised and diligent — comfortable managing multiple frameworks and documentation streams simultaneously. 

• Proactive in identifying gaps and raising them before they become issues. 

• Collaborative and relationship-driven — builds credibility quickly across various business stakeholders.  

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