Hardship Controls and QA Manager
Core
Safeguarding the integrity of Hardship operations through effective controls, quality assurance, and compliance oversight to ensure customer outcomes meet regulatory standards.
Role type
Senior leadership Quality Assurance and Compliance Manager
Builds
Internal controls, QA processes, and compliance frameworks for Hardship operations
Domain
Telecommunications / Regulated Financial Services
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Control building, documentation, testing, quality assurance, internal audit, risk management, regulatory compliance, offshore team leadership, performance monitoring, analytical problem-solving
Preferred skills
Experience in telecommunications, financial services, or regulated industries
Technologies
ACCC, ACMA, TCP Code, ASIC Debt Collection Guidelines, Privacy Act
Responsibilities
Ensure adherence to ACCC, ACMA, Hardship frameworks, Vulnerable Customer obligations, Privacy Act, TCP Code, and ASIC Debt Collection Guidelines; Complete and maintain Hardship controls; Document, build, and implement internal controls to mitigate operational risks; Manage and lead offshore QA teams in Melbourne and Manila
Seniority
Senior, hands-on leadership
