Quality Assurance Analyst

Commonwealth Bank; Sydney; Hybrid; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Flexible in-office/remote options

Part-time arrangements

Job-share opportunities

Job summary

Commonwealth Bank is seeking a Quality Assurance Analyst within the AI Quality Assurance team to ensure safe and responsible use of Generative AI across the Bank. You will contribute to data-led insights and continuous improvement of customer outcomes.

You’ll engage with Risk, Compliance, Product and Legal teams, developing strong foundations in risk and control disciplines while driving high-quality customer interactions.

Qualifications

• Experience in Quality Assurance, Risk, or Compliance within retail banking.
• Strong analytical thinking and sound judgement to assess outputs.
• Clear written and verbal communication skills, with ability to document findings.
• Coaching mindset with openness to providing constructive feedback.

Responsibilities

• Perform QA reviews of user interactions against the QA framework and checklist.
• Assess whether responses are relevant, accurate, appropriate and aligned with Group policies.
• 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 stakeholders.
• Provide insights to uplift controls, guidance, and processes.
• Build capability in Generative AI, risk, compliance, and customer outcomes.

Skills

Risk mindset

Quality Assurance

Compliance

Attention to detail

Analytical thinking

Written and verbal communication

Time management

Coaching mindset

Job description

• 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.

You’ll join a growing and evolving team at the forefront of AI assurance, working closely across RBS Controls & Customer Outcomes. Over time, you’ll gain exposure to Line 1 Risk, Line 2 Risk, Compliance, Product, and Legal, building a strong foundation across risk and control disciplines.

Your impact

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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