Collections & Recoveries QA Lead: Risk & Compliance

Singtel; Australia; On-site; Confidential; Full time

Benefits offered by this job

Competitive remuneration

Flexible work options

Additional leave & parental leave

Wellbeing support

Job summary

Optus is seeking a Collections & Recoveries QA Manager to define, build, and continuously manage the quality assurance framework across collections and recoveries. The role operates at an enterprise level to ensure compliance with regulatory standards and exceptional customer experience.

You will lead risk assessments, monitoring programs, and governance across internal teams and external partners, delivering dashboards and meaningful risk insights to senior leadership.

Qualifications

• Experience in quality assurance systems and regulatory adherence within large organisations.
• Ability to translate complex regulations into measurable quality standards.
• Strong governance, analytical rigour, and focus on customer and compliance outcomes.

Responsibilities

• Define and manage the QA framework for Collections & Recoveries.
• Ensure compliance with ACCC, ACMA, Privacy Act and TCP Code.
• Lead risk assessments across collections strategies and BPO operations.
• Develop monitoring programs including testing, call monitoring, and audits.
• Report risk, compliance metrics, and insights to senior leadership.

Skills

Quality assurance

Regulatory compliance

Collections operations

Governance

Job description

Optus is seeking a Collections & Recoveries QA Manager to define, build, and continuously manage the quality assurance framework across collections and recoveries. The role operates at an enterprise level to ensure compliance with regulatory standards and exceptional customer experience.

You will lead risk assessments, monitoring programs, and governance across internal teams and external partners, delivering dashboards and meaningful risk insights to senior leadership.