Quality Assurance Remediation Lead

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

As the Quality Assurance Remediation Lead, you will play a critical role in ensuring the quality, consistency, and effectiveness of customer remediation programs across Optus. Acting as the primary Quality Assurance partner to the Remediation business, you will design and lead the end-to-end QA framework, providing independent oversight, risk-based assurance, and actionable insights that strengthen customer outcomes, regulatory compliance, and operational performance. This is a highly visible role that combines quality assurance expertise, stakeholder influence, governance, and continuous improvement within a complex and regulated environment.

Please note this is a 12 month fixed-term opportunity. 

What You’ll Do

• Design, implement, and continuously enhance the end-to-end Quality Assurance framework for remediation processes, including scorecards, sampling methodologies, governance, calibration, and reporting.

• Partner closely with Remediation Operations, Complaints, Compliance, Legal, Risk, Internal Audit, and other stakeholders to ensure quality standards align with regulatory obligations, operational controls, and customer outcomes.

• Lead monthly QA operations, delivering performance reporting, risk insights, root cause analysis, governance outcomes, and recommendations that drive sustainable improvements.

• Provide independent challenge and evidence-based assurance by identifying control weaknesses, emerging risks, and improvement opportunities while maintaining an audit-ready QA environment.

What You Bring

• Extensive experience in quality assurance, audit, operational risk, complaints, remediation, or regulated customer service environments, with a proven track record of designing and operating QA programs.

• Strong understanding of regulatory and customer obligations, including complaint handling, remediation processes, vulnerable customer considerations, and control assurance frameworks.

• Exceptional stakeholder management, communication, and influencing skills, with the confidence to challenge constructively and engage senior leaders across business, risk, compliance, and operational teams.

• Strong analytical and reporting capability, with experience translating quality findings into actionable insights and recommendations. Exposure to Power BI, quality analytics, automated QA, speech analytics, or continuous improvement methodologies will be highly regarded.

The good stuff….

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique 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.
• Build meaningful connections through employee-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