Quality Assurance Lead, AI-Driven Ops & Compliance

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

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.