Collections & Recoveries QA Manager

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

The Collections & Recoveries QA Manager is responsible for building, delivering, and continuously managing the quality assurance framework across Collections and Recoveries. This role operates at an enterprise level to guarantee that all collections and recovery efforts, whether internal or via BPO partners, meet strict quality, regulatory, and customer experience standards.

What You’ll Do | Your day to day will consist of:

• Define, maintain, and manage the Collections & Recoveries Risk Management Framework.
• Ensure full compliance with ACCC, ACMA, Hardship frameworks, Vulnerable Customer obligations, Privacy Act, Telecommunications Consumer Protections (TCP) Code, ASIC Debt Collection Guidelines, and all relevant state and federal regulations.
• Conduct ongoing risk assessments across Collections strategies, treatment waterfalls, contact practices, BPO operations, and technology platforms.
• Build and complete compliance monitoring programs, including transaction testing, call monitoring, process audits, and control efficiency reviews.
• Govern risk across all BPO partners and external collections agencies.
• Lead incident investigation, root cause analysis, and remediation for compliance breaches, customer complaints, regulatory inquiries, and operational failures.
• Ensure appropriate identification, treatment, and resolution of vulnerable customers and financial hardship cases involving blocking issues.
• Develop and deliver risk dashboards, compliance scorecards, and risk reporting to senior leadership, Group Risk, and Board-level committees.
• Partner with Operations, Strategy, Legal, Compliance, Group Risk, Internal Audit, and Privacy teams to align on risk priorities, respond to audit findings, and embed risk principles across the function.
• Develop, maintain, and manage Collections & Recoveries policies, procedures, and standards.

What You Bring | What makes you perfect for the role?

• Extensive knowledge of quality assurance systems, regulatory adherence, and Collections operations within a large organization.
• Capability of interpreting complex regulatory requirements and translating them into measurable quality standards.
• Strong governance in the field, analytical rigour, and dedication to outstanding customer and compliance outcomes.
• Confidence and clarity in influencing senior collaborators.
• Proven track record of successfully implementing quality controls and monitoring frameworks.

The good stuff…. | What’s in it for you?

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

Not every box ticked? Apply anyway. We believe the right approach matters more than a perfect CV. We’ll back you to grow from there.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity