Hardship Controls and QA Manager

Location: Melbourne, VIC, with three days in the office and two days working remotely. The role leads QA groups operating in Melbourne and Manila.

Compensation: Competitive remuneration, plus AUD 80 monthly credit.

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband, and digital services to more than 11 million customers.

What you will do

• Safeguard Hardship operations through controls, quality assurance, and compliance oversight.
• Ensure adherence to ACCC, ACMA, Hardship frameworks, Vulnerable Customer obligations, the Privacy Act, TCP Code, ASIC Debt Collection Guidelines, and applicable regulations.
• Document, build, implement, and maintain internal controls to mitigate operational risks.
• Lead QA groups in Melbourne and Manila through daily leadership, performance monitoring, and professional development.
• Drive consistent customer outcomes, quality standards, and continuous improvement.

Requirements

• Experience in control building, documentation and testing, quality assurance, or internal audit.
• Experience in telecommunications, financial services, or another regulated industry is relevant.
• Strong understanding of risk and compliance frameworks, regulatory environments, and governance practices.
• Experience leading or coordinating QA programs, including offshore or outsourced service delivery.
• Strong analytical and problem-solving skills, with the ability to turn data into actionable recommendations.

Culture & Benefits

• Three office days and two flexible remote-work days each week.
• 25% discount on hirify.global products, an AUD 80 monthly credit, and retail partner discounts.
• Additional Connected leave days for culture, family, health, community, or personal priorities.
• Up to 16 weeks of inclusive, carer-neutral paid parental leave.
• Colleague-led diversity networks and 24/7 counselling and wellbeing support.