Manager - QSA Frameworks (Compliance)

TL;DR

Manager - QSA Frameworks (Compliance): Bridging regulatory requirements with business processes to ensure compliance and operational excellence in contact centers with an accent on framework development and risk-based sampling. Focus on translating regulatory instruments into operational requirements and optimizing QA coverage.

Location: NSW, Australia (Hybrid: 3 days office, 2 days remote)

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband, and digital solutions to over 11 million customers.

What you will do

• Align regulatory requirements, industry codes, and internal policies with contact center processes to detect coverage gaps.
• Develop foundational QA frameworks that define regulatory obligations to inform scorecard design.
• Review and update existing scorecards based on updated regulatory or process requirements.
• Represent QSA at change councils to assess the impact of business, system, or process changes.
• Build risk-based sampling methodologies to optimize QA coverage and prioritization.
• Coordinate with QSA and operational stakeholders to action required changes.

Requirements

• Minimum 2+ years experience in business analysis, process analysis, or compliance mapping.
• Experience working within a regulated environment.
• Proven ability to translate regulatory instruments into operational process requirements.
• Strong organizational skills for managing multiple frameworks and documentation streams.
• Proactive approach to identifying and resolving gaps before they become issues.
• Strong collaboration skills to build credibility with various business stakeholders.

Culture & Benefits

• Flexible working arrangements (3 days office, 2 days remote).
• Competitive remuneration and discounts on hirify.global products.
• Comprehensive office campus with gym, childcare, and medical services.
• Inclusive parental leave (up to 16 weeks) and competitive leave policies.
• Professional development through hirify.global U micro-credentials.
• 24/7 wellbeing support and access to various diversity networks.