Quality Assurance Analyst

Narooma; Sydney; Hybrid; AUD 70,000 - 100,000; Full time

Job summary

CommBank seeks a Quality Assurance Analyst within RBS Controls & Customer Outcomes, AI Quality Assurance, to ensure the safe and responsible use of Generative AI across the group. You will lead QA reviews of CommBank Companion interactions and help uplift customer outcomes through rigorous data-led insights.

You will deliver QA outcomes across interactions, identify issues, and drive continuous improvement while meeting throughput targets and communicating findings to leaders.

Qualifications

• Experience in Quality Assurance, Risk or Compliance within retail banking.
• Strong risk mindset and ability to proactively identify risks.
• High attention to detail with structured frameworks and sound judgement.
• Clear written and verbal communication skills.

Responsibilities

• Perform QA reviews of user interactions against the QA framework and checklist.
• Assess whether responses are relevant, accurate, appropriate, and aligned with policies and regulatory expectations.
• Identify, document, and elevate issues, risks, or exceptions per team processes.
• Apply strong judgement and attention to detail when evaluating outcomes.
• Meet weekly and monthly QA throughput and quality targets.
• Communicate findings clearly to leaders and contribute to stakeholder discussions.
• Provide insights and feedback to support uplift of controls, guidance, and processes.
• Build capability in Generative AI, risk, compliance, and customer outcomes.
• Actively engage in continuous learning and development opportunities.

Skills

Quality Assurance

Risk mindset

Compliance

Attention to detail

Analytical thinking

Communication

Time management

Continuous improvement

Generative AI awareness

Coaching mindset

Job description

Quality Assurance Analyst

Perm Full Time Opportunity

• Support safe, consistent, and responsible use of Generative AI across the Group
• Conduct structured quality assurance reviews of CommBank Companion interactions
• Contribute to improved customer outcomes through data-led insights and continuous improvement
• Location: Sydney

Do work that matters

As a Quality Assurance Analyst within RBS Controls & Customer Outcomes, AI Quality Assurance, you will play a key role in ensuring the safe and responsible use of Generative AI across CommBank.

See yourself in our team

The AI Quality Assurance team provides human-in-the-loop feedback across CommBank Companion interactions, ensuring outputs meet quality, compliance, and customer standards.

Your impact

You will be responsible for delivering quality assurance outcomes across CommBank Companion interactions, helping to identify issues, uplift standards, and drive continuous improvement.

On any given day you will:

• Perform QA reviews of user interactions against the quality assurance framework and checklist
• Assess whether responses are relevant, accurate, appropriate, and aligned with Group policies and regulatory expectations
• Identify, document, and elevate issues, risks, or exceptions in line with team processes
• Apply strong judgement and attention to detail when evaluating outcomes
• Meet weekly and monthly QA throughput and quality targets
• Communicate findings clearly to leaders and contribute to stakeholder discussions where required
• Provide insights and feedback to support uplift of controls, guidance, and processes
• Build capability in Generative AI, risk, compliance, and customer outcomes
• Actively engage in continuous learning and development opportunities

We’re interested in hearing from people who have

• A strong risk mindset, with the ability to proactively identify and act on risks
• Experience in Quality Assurance, Risk, or Compliance within retail banking
• High attention to detail, with the ability to apply structured frameworks and sound judgement
• Strong analytical thinking and sound judgement to assess outputs and identify issues
• Clear written and verbal communication skills, with the ability to document and articulate findings
• Effective time management skills, with the ability to manage volumes and meet targets
• Curiosity and a continuous improvement mindset, particularly in emerging areas such as Generative AI
• A coaching mindset, with openness to providing constructive feedback

Working at CommBank

• At CommBank, we support flexibility so you can balance how and where work is done with at least half of each month connecting in‑office.
• We also offer flexible options including adjusted start/finish times, part‑time arrangements and job‑share opportunities.

Talk to us about how these options could work for you.

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