Date: 30 Jun 2026
Location: Sydney, Australia
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Company: Singtel Group
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 Associate Director, Quality Assurance Frameworks & Innovation, you will lead the transformation of how quality assurance is defined, measured, and improved across our contact centre operations. We are seeking a leader with deep expertise in Contact Centre Quality Assurance, who has successfully partnered on AI-enabled quality transformation initiatives and understands how to leverage AI technologies to drive smarter, more proactive quality outcomes.
You will be responsible for designing and uplifting enterprise-wide QA frameworks, leading the transition from manual quality monitoring to AI-assisted quality assurance, and ensuring all quality practices remain compliant, auditable, and operationally trusted. Working across Operations, Risk, Compliance, Data & Analytics, and Technology teams, you will play a pivotal role in shaping the future of quality assurance at Optus.
What You'll Do | Your day to day will consist of
Lead the design and continuous evolution of Contact Centre Quality Assurance frameworks, standards, scorecards, and measurement methodologies.
Act as the primary QA business stakeholder for AI-enabled quality assurance initiatives, defining requirements, governing delivery, and ensuring solutions meet operational, customer, and regulatory needs.
Drive the transition from traditional sampling methodologies to AI-assisted, real-time quality monitoring and assessment across customer interactions.
Define AI QA use cases, governance standards, success measures, calibration processes, and quality controls to ensure accurate and trusted outcomes.
Establish and maintain quality performance frameworks, including KRIs, KPIs, compliance measures, and reporting standards.
Govern AI-generated quality outputs through robust calibration, validation, bias review, drift monitoring, and auditability practices.
Partner with Data & Analytics teams to deliver AI-enabled reporting and performance intelligence, generating insights that identify risk, improve customer outcomes, and support business decision-making.
Lead a team of quality professionals, building capability in both contemporary quality assurance practices and emerging AI-driven methodologies.
Ensure quality frameworks remain aligned to regulatory obligations, customer outcomes, risk management requirements, and evolving industry best practice.
What You Bring | What makes you perfect for the role?
8+ years' experience in Quality Assurance, Quality Management, Operational Excellence, or Customer Experience Quality, including at least 5 years within a Contact Centre, Customer Service, Financial Services, Telecommunications, or other regulated environment.
Proven experience leading or acting as a key business stakeholder in AI-enabled Quality Assurance transformation programs, including requirements definition, vendor engagement, solution implementation, and operational governance.
Strong hands-on experience with Contact Centre Quality Assurance frameworks, scorecard design, quality monitoring programs, calibration methodologies, and performance measurement systems.
Demonstrated experience working with AI-powered quality technologies, including speech analytics, conversational intelligence, NLP-based scoring, automated interaction assessment, or LLM-assisted quality review solutions.
Deep understanding of how AI can be applied to improve customer interaction quality, compliance monitoring, quality coverage, and operational performance within a contact centre environment.
Experience governing AI-generated quality outcomes, including model validation, calibration, bias management, drift monitoring, and regulatory auditability.
Strong knowledge of telecommunications, customer protection, privacy, and compliance requirements, including ACMA, ACL, and Privacy Act obligations.
A track record of influencing senior stakeholders and leading cross-functional programs spanning Operations, Technology, Data & Analytics, Risk, and Compliance teams.
Tertiary qualifications in Quality Management, Operations Management, Business, Data Analytics, Customer Experience, or a related discipline.
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 from 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
[email protected] or call 1800 309 170.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity
