Process Standards and Quality Specialist

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

The Process Centre of Excellence (PCoE) is dedicated to building a high-performance, process-led organisation by embedding standards, quality, and continuous improvement across all process redesign initiatives. This includes simplifying and standardising processes to enhance customer and employee experience, while ensuring alignment with the Optus brand promise and culture. Acting as a key interface across frontline and business functions, the team drives delivery of Optus' strategic imperatives.

As a Process Standards and Quality Specialist, you will help maintain the organisation's process management framework, ensuring compliance with standards and quality practices. Reporting to the Associate Director, you'll support documentation, governance, and initiatives to improve Optus' BPM framework and platform.

Your role will focus on governing and maintaining process models, playbooks, and tools, while assisting with BPM platform configuration, deployment, and administration. You'll also coordinate stakeholder engagement and support efforts to drive standardisation and continuous improvement.

Additionally, you'll provide operational and analytical support, gather and analyse process data, prepare reports and dashboards, and contribute to quality assurance activities to supervise compliance and identify improvement opportunities.

What You'll Do

• Maintain process modelling standards, templates, and playbooks to ensure consistency and quality.
• Support BPM platform configuration, administration, and user enablement across the enterprise.
• Assist with process quality audits, compliance checks, and governance reporting.
• Collaborate with stakeholders to drive adoption of process standards and continuous improvement initiatives.

What You Bring

• Proven experience in process management, governance, or quality roles, ideally in matrixed or complex service organisations.
• Passionate about customer experience, data insights and how processes work together to produce outcomes.
• Strong understanding of BPMN 2.0 and process lifecycle governance, with hands-on experience using BPM tools (e.g., Signavio, ARIS, Celonis).
• Excellent communication and stakeholder engagement skills, with the ability to work in a team to deliver contending priorities and deadlines.
• Proven ability to create dashboards on PowerBI, tailored to stakeholder needs.
• Proficiency in MS Office (PowerPoint, advanced Excel) and a proactive, diligent approach to problem-solving.

What's in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit