AI-Enabled Quality Assurance Lead

ENGIE AU; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

ENGIE Australia is seeking a Quality Assurance Lead to shape and strengthen QA across customer operations in Melbourne. You’ll use data, technology and quality insights to improve outcomes, strengthen compliance and identify smarter ways of working.

You’ll own the QA framework, lead monitoring across operations and partners, and drive AI-enabled QA and analytics. You’ll identify risks, investigate root causes, and support corrective actions while turning data into practical insights to enhance

Qualifications

• Relevant professional experience in quality assurance, operational excellence and customer operations.
• Experience building or improving QA frameworks in complex environments.
• Strong knowledge of monitoring, sampling, calibration and reporting.
• Ability to turn data and feedback into actionable improvements.
• Familiarity with risk management, controls and compliance monitoring.
• Exposure to automation or AI-enabled quality assurance is a plus.

Responsibilities

• Own and continuously improve the QA framework, standards, scorecards and reporting.
• Lead QA monitoring across customer operations and partners with consistent assessments.
• Govern AI-enabled QA, analytics and compliance monitoring solutions.
• Identify emerging risks, investigate root causes and drive corrective actions.
• Turn data into insights to support better decisions and continuous improvement.
• Identify automation opportunities and measure impact on experience, risk and cost.

Skills

Quality Assurance

Operational excellence

Automation

AI analytics

Risk management

Regulatory compliance

Process improvement

Data analysis

Customer operations

Tools

CRM

Workflow

Speech analytics

Automated QA tools

Job description

ENGIE Australia is seeking a Quality Assurance Lead to shape and strengthen QA across customer operations in Melbourne. You’ll use data, technology and quality insights to improve outcomes, strengthen compliance and identify smarter ways of working.

You’ll own the QA framework, lead monitoring across operations and partners, and drive AI-enabled QA and analytics. You’ll identify risks, investigate root causes, and support corrective actions while turning data into practical insights to enhance