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 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 wi...