Quality Assurance Lead

ENGIE Group; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

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

You will own and continuously improve the QA framework, lead QA monitoring across operations and partners, and drive AI-enabled quality assurance initiatives to reduce risks and drive continuous improvement.

Qualifications

• Experience in quality assurance, operational excellence, process improvement, business analysis, automation or customer operations.
• Experience developing or improving QA frameworks in complex environments.
• Strong knowledge of quality monitoring, sampling, calibration, failure management and reporting.
• Experience using operational data, quality results, customer feedback to identify trends and improvements.
• Knowledge of risk management, operational controls, compliance monitoring and escalation in regulated settings.
• Experience with automation, AI or digital enablement in customer operations technologies.

Responsibilities

• Own and improve the QA framework including standards, scorecards, sampling, calibration and reporting.
• Lead QA monitoring across customer operations and delivery partners for outcomes, compliance and process quality.
• Lead AI-enabled QA analytics and compliance monitoring solutions.
• Identify emerging risks, investigate root causes and support corrective actions to prevent recurrence.
• Turn QA and customer/operational data into actionable insights for better decisions and continuous improvement.
• Identify automation opportunities and measure impact on customer experience, efficiency, risk and cost.

Skills

Quality assurance

Operational excellence

Process improvement

Data analytics

Risk management

Automation

AI enablement

Tools

CRM

Workflow

Speech analytics

Quality management tools

Job description

We’re looking for aQuality Assurance Lead to shape and strengthen quality assurance across ENGIE Retail’s customer operations. You’ll use data, technology and quality insights to improve customer outcomes, strengthen compliance and identify opportunities for smarter, more effective ways of working.

• Own and continuously improve the quality assurance framework, including standards, scorecards, sampling, calibration and reporting.
• Lead quality monitoring across customer operations and delivery partners, ensuring consistent assessment of customer outcomes, compliance and process quality.
• Lead the implementation and governance of AI-enabled quality assurance, analytics and compliance monitoring solutions.
• Identify emerging customer, operational and regulatory risks, investigate root causes and support corrective actions that prevent recurrence.
• Turn quality, customer and operational data into practical insights that support better decisions, stronger controls and continuous improvement.
• Identify and assess automation and process improvement opportunities, measuring their impact on customer experience, efficiency, risk and cost.

About You

You’re an experienced quality or operational improvement professional who’s comfortable working in a complex, regulated customer environment. You’ll bring a strong understanding of quality assurance practices together with the ability to use data, technology and structured problem-solving to drive meaningful improvement.

• Relevant professional experience in quality assurance, operational excellence, process improvement, business analysis, automation or customer operations.
• Demonstrated experience developing, implementing or improving quality assurance frameworks in complex operational environments.
• Strong knowledge of quality monitoring, sampling methodologies, calibration, critical failure management and quality reporting.
• Experience using operational data, quality results, customer feedback and complaints to identify trends, root causes and improvement opportunities.
• Strong understanding of risk management, operational controls, compliance monitoring and issue escalation, ideally gained within a regulated customer environment.
• Experience with automation, AI or digital enablement, including customer operations technologies such as CRM, workflow, speech analytics or automated quality management tools.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.Join us and be part of the adventure of the century!

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer’s responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths.