Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
We are looking for a Quality Assurance Operations Specialist to support and enable QA Analysts across our contact centres and offshore partner teams. This role is responsible for building analyst capability through targeted training, mentoring, calibration, and assessment validation to maintain accuracy and consistency.
It also plays a key role in identifying trends, risks, and systemic issues, escalating significant quality or compliance concerns in line with governance requirements.
What You'll Do | Your day to day will consist of
* Deliver mentoring, onboarding, and training to QA Analysts to strengthen assessment accuracy, consistency, and understanding of frameworks, scorecards, and methodologies.
* Lead and facilitate calibration sessions with QA Analysts and offshore partners to ensure consistent interpretation and application of quality frameworks.
* Conduct "check the checker" validation audits on analyst assessments to ensure accuracy, consistency, evidence quality, and compliance with frameworks and standards.
* Identify recurring issues, trends, and systemic risks across analyst assessments and bring up significant compliance or quality concerns in line with established protocols.
What You Bring | What makes you perfect for the role?
* Minimum 3+ years' experience in contact center or customer service operations.
* 2+ years' experience performing quality assurance or quality control activities.
* Strong written and verbal communication skills for documentation, mentoring, and reporting.
* Collaborative and pragmatic with strong collaborator relationship skills.
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.
If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please let us know.
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