Hardship Controls and QA Manager

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

The Hardship Controls & Quality Assurance Manager is a senior leadership role responsible for safeguarding the integrity of Hardship operations through effective controls, quality assurance, and compliance oversight. Acting as a key guardian of customer outcomes and regulatory compliance, the role ensures processes and customer interactions meet the highest standards of quality, fairness, and risk management. The position also leads offshore QA teams across Melbourne and Manila, driving performance, consistency, and continuous improvement.

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

• Ensure complete adherence to ACCC, ACMA, Hardship frameworks, Vulnerable Customer obligations, Privacy Act, Telecommunications Consumer Protections (TCP) Code, ASIC Debt Collection Guidelines, and all applicable state and federal regulations.
• Complete and maintain Hardship controls, ensuring full compliance with regulatory obligations including the ACCC, ACMA, TCP Code, and relevant industry guidelines.
• Document, build, and implement internal controls to mitigate operational risks and ensure adherence to Hardship policy and standards.
• Manage and lead the quality assurance groups operating within the offshore contact centres in Melbourne and Manila, providing everyday leadership, performance monitoring, and professional development.

What You Bring | What makes you perfect for the role?

• Demonstrated experience in control building, documentation and testing, quality assurance, or internal audit, ideally within telecommunications, financial services or a regulated industry.
• Strong understanding of risk and compliance frameworks, regulatory environments, and governance practices, with proven ability to apply these in a fast-paced operational setting.
• Experience leading or coordinating quality assurance programs, including the management of offshore or outsourced service delivery.
• Strong analytical and problem-solving skills, with the ability to translate data and insights into clear, actionable recommendations.

The good stuff…. | What’s in it for you?

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer with free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

Not every box ticked? Apply anyway. We believe the right approach matters more than a perfect CV. We’ll back you to grow from there!

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 ***************@optus.com.au or call 1800 309 ***. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity