Quality Assurance Analyst
Commonwealth Bank of Australia · Sydney CBD Area
Quality Assurance Analyst
Perm Full Time Opportunity
- Support safe, consistent, and responsible use of Generative AI across the Group
- Conduct structured quality assurance reviews of CommBank Companion interactions
- Contribute to improved customer outcomes through data-led insights and continuous improvement
- Location: Sydney
Do work that matters
As a Quality Assurance Analyst within RBS Controls & Customer Outcomes, AI Quality Assurance, you will play a key role in ensuring the safe and responsible use of Generative AI across CommBank.
You will review interactions between users and CommBank Companion, applying a structured quality assurance framework to assess whether responses are relevant, accurate, and aligned to approved guidance, risk frameworks, and regulatory expectations. Your work will directly support consistent, high-quality customer outcomes and responsible innovation.
See yourself in our team
The AI Quality Assurance team provides human-in-the-loop feedback across CommBank Companion interactions, ensuring outputs meet quality, compliance, and customer standards.
You’ll join a growing and evolving team at the forefront of AI assurance, working closely across RBS Controls & Customer Outcomes. Over time, you’ll gain exposure to Line 1 Risk, Line 2 Risk, Compliance, Product, and Legal, building a strong foundation across risk and control disciplines.
Your impact
You will be responsible for delivering quality assurance outcomes across CommBank Companion interactions, helping to identify issues, uplift standards, and drive continuous improvement.
On any given day you will:
- Perform QA reviews of user interactions against the quality assurance framework and checklist
- Assess whether responses are relevant, accurate, appropriate, and aligned with Group policies and regulatory expectations
- Identify, document, and escalate issues, risks, or exceptions in line with team processes
- Apply strong judgement and attention to detail when evaluating outcomes
- Meet weekly and monthly QA throughput and quality targets
- Communicate findings clearly to leaders and contribute to stakeholder discussions where required
- Provide insights and feedback to support uplift of controls, guidance, and processes
- Build capability in Generative AI, risk, compliance, and customer outcomes
- Actively engage in continuous learning and development opportunities
We’re interested in hearing from people who have
- A strong risk mindset, with the ability to proactively identify and act on risks
- Experience in Quality Assurance, Risk, or Compliance within retail banking
- High attention to detail, with the ability to apply structured frameworks and sound judgement
- Strong analytical thinking and sound judgement to assess outputs and identify issues
- Clear written and verbal communication skills, with the ability to document and articulate findings
- Effective time management skills, with the ability to manage volumes and meet targets
- Curiosity and a continuous improvement mindset, particularly in emerging areas such as Generative AI
- A coaching mindset, with openness to providing constructive feedback
If this sounds like you apply now
Working at CommBank
At CommBank, we support flexibility so you can balance how and where work is done with at least half of each month connecting in‑office. We also offer flexible options including adjusted start/finish times, part‑time arrangements and job‑share opportunities. Talk to us about how these options could work for you.
If you're already part of the Commonwealth Bank Group (including Bankwest, x15ventures), you'll need to apply through Sidekick to submit a valid application. We’re keen to support you with the next step in your career.
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