Job Description
Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.
As Manager - QSA Frameworks, you will play a pivotal role in bridging regulatory requirements with our business processes, ensuring flawless execution and continuous improvement. You'll be at the forefront of crafting our Quality Assurance frameworks across the contact centres to ensure regulatory compliance and operational excellence.
What You’ll Do | Your day to day will consist of
Align regulatory requirements, industry codes, and internal policy obligations with current contact centre business processes to detect coverage gaps and control dependencies.
Develop clear, structured foundational frameworks that define what each regulatory obligation requires of QA, informing scorecard build from the ground up.
Review existing scorecard...