Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
Join our Quality Control team in the role of Quality Assurance Analyst. You'll play a vital role in safeguarding compliance and improving customer experience in our customer service departments. Reporting to the Quality Assurance and Standards Manager, you'll be responsible for reviewing customer interactions and identifying compliance / business / customer experience gaps and providing actionable insights to uplift performance. If you're diligent, analytical, and passionate about quality and compliance, this is the opportunity for you.
What You'll Do
* Auditing customer interactions across voice, messaging and back-office channels to ensure compliance with regulatory and business standards.
* Providing detailed guidance and mentoring recommendations to frontline teams and leaders.
* Maintaining accurate records of audit outcomes, trends, and insights for reporting purposes.
* Collaborating with collaborators to support training needs, process improvements, and continuous uplift initiatives.
What makes you perfect for the role?
* You have strong analytical skills and attention to detail, ensuring accuracy in audits and assessments.
* You're confident in interpreting regulatory requirements and applying them to operational processes.
* You excel at providing constructive feedback and mentoring to improve compliance and performance.
* You're highly organised, able to manage multiple audits and reporting timeframes within strict SLAs.
* You have experience in quality assurance, compliance, or contact centre operations and thrive in a fast-paced environment.
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.
* 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 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.
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 or call We're here to help.
For more information on Diversity, Inclusion & Belonging at Optus, please visit