Associate Director, Quality Assurance Frameworks & Innovation

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

As an Associate Director, Quality Assurance Frameworks & Innovation you will be at the forefront of transforming our contact centre quality assurance practices with innovative AI technologies. You will lead the build and implementation of AI-enabled quality assurance, ensuring we maintain a proactive and compliant QA environment. 

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

• Translate quality philosophy into actionable standards and partner with stakeholders to determine Key Risk Indicators (KRIs) and compliance metrics. 

• Govern AI output quality against operational and regulatory standards, ensuring flawless and reliable quality assurance. 

• Drive our transition from manual sampling to AI-assisted, real-time q...