Quality Assurance Performance & Standards Manager

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

Are you ready to make a tangible impact on quality standards in a dynamic environment? We have an outstanding opportunity for a Quality Assurance Performance & Standards Manager. This role involves crafting and applying world-class QA frameworks and methodologies. It suits someone with proven expertise in quality assurance and performance intelligence, eager to compete at the highest level and influence strategic decisions. 

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

• Develop and implement QA frameworks, standards, and methodologies for contact centres and offshore partners. 

• Build modular scorecards, sampling methodologies, calibration frameworks, and AI-enabled QA models. 

• Partner with Compliance, Risk, Internal Audit, and Legal to align QA frameworks with enterprise risk management. 

• Responsible for identifying key performance metrics and benchmarks , coordinating the reporting of these measures, and reviewing and presenting performance outcomes and insights. 

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

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

• At least 5 years of experience in quality assurance, risk and control systems, or compliance, with proven responsibilities for developing frameworks. 

• Solid knowledge of risk and control frameworks, regulatory adherence, and first-line defense structures. 

• Excellent communication skills - able to articulate complex quality concepts to both technical and non-technical audiences. 

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