Quality Assurance Remediation Lead

Location: NSW, Australia; hybrid arrangement with three days in the office and two days remote or from home

Company

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

What you will do

• Design, implement, and continuously improve the end-to-end quality assurance framework for remediation processes.
• Develop scorecards, sampling methodologies, governance practices, calibration processes, and reporting.
• Partner with Remediation Operations, Complaints, Compliance, Legal, Risk, Internal Audit, and other stakeholders.
• Lead monthly QA operations, including performance reporting, risk insights, root cause analysis, and governance outcomes.
• Provide independent, evidence-based assurance by identifying control weaknesses, emerging risks, and improvement opportunities.
• Maintain an audit-ready QA environment and deliver recommendations that improve customer outcomes and operational performance.

Requirements

• Extensive experience in quality assurance, audit, operational risk, complaints, remediation, or regulated customer service environments.
• Proven experience designing and operating quality assurance programs.
• Strong understanding of regulatory and customer obligations, complaint handling, remediation processes, vulnerable customer considerations, and control assurance frameworks.
• Exceptional stakeholder management, communication, and influencing skills, including the ability to constructively challenge senior leaders.
• Strong analytical and reporting capabilities, with the ability to translate quality findings into actionable recommendations.

Nice to have

• Exposure to Power BI, quality analytics, automated QA, speech analytics, or continuous improvement methodologies.

Culture & Benefits

• 12-month fixed-term opportunity with flexible hybrid working arrangements.
• Competitive remuneration, employee discounts, an $80 monthly credit, and 25% off hirify.global products.
• Additional Connected days, up to 16 weeks of inclusive paid parental leave, and employee-led diversity networks.
• Access to 24/7 counselling and wellbeing support services.
• Office campus with cafes, convenience facilities, a GP, gym, childcare centre, and free bus transport from Macquarie University Metro Station.