Associate Director, Quality Assurance Frameworks & Innovation (AI)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Associate Director, Quality Assurance Frameworks & Innovation (AI): Transforming contact centre quality assurance practices through the implementation of AI technologies with an accent on real-time monitoring and regulatory compliance. Focus on governing AI model quality, establishing NLP-based scoring, and building an AI-enabled reporting infrastructure.
Location: Hybrid (NSW, Australia)
Company
Australian telecommunications company delivering mobile, broadband and digital solutions to over 11 million customers.
What you will do
- Translate quality philosophy into actionable standards and determine Key Risk Indicators (KRIs) and compliance metrics.
- Govern AI output quality against operational and regulatory standards to ensure reliability.
- Lead the transition from manual sampling to AI-assisted, real-time quality monitoring.
- Develop and maintain QA frameworks, scorecards, and quality standards utilizing AI capabilities.
- Collaborate with Data & Analytics teams to build an AI-enabled reporting infrastructure.
Requirements
- 8+ years in quality assurance or operational excellence.
- 5+ years in contact centre or regulated customer service environments.
- Proven experience in AI or technology-led QA implementation and vendor governance.
- Hands-on experience with AI/ML QA tools, speech analytics, and NLP-based scoring.
- Expertise in governing AI model quality, including calibration, bias review, and drift monitoring.
- Strong command of telecommunications regulations (ACMA, ACL, Privacy Act) as applied to AI data.
Culture & Benefits
- Flexible working arrangements (hybrid model: 3 days office, 2 days remote).
- Competitive remuneration and colleague discounts on products.
- Modern office campus with gym, on-site childcare, and medical services.
- Inclusive paid Parental Leave of up to 16 weeks and competitive leave policies.
- Professional development through U industry-focused micro-credentials.
- Diverse colleague-led networks and wellbeing support services available 24/7.
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