(12month Secondment)
Team Overview
Provide effective quality assurance practices to support the fraud and scam response centre (CBA and Bankwest)
Role Overview
This role is pivotal in building out our Automation and AI capability across People Capability, specifically, Quality Assurance (QA). It will drive innovation and operational excellence by embedding Controls Testing & AI into workforce planning, QA automation, and reporting processes.
Your work will cover the Group Fraud Management Services' interactions with customers, via calls, messaging and case management ensuring our standards meet QA obligations
Key Responsibilities
Partner with Fraud/Scam Operations, Risk Compliance, People Capability, Technology, Analytics, and engineering teams to deliver impactful AI and automation use cases within QA.
Deepen your understanding of planning and QA domains, and apply GenAI to for detection, assessment, automation, and reporting.
Support complex automation projects that have a mixture of controls and LLM based evaluations
Ensure successful deployment through automated QA of agentic solutions across business units.
As a Senior Advanced Analytics Insights and Automation analyst for People Capability, you will cover:
. AI Systems & Automation
Design and implement agent tooling that orchestrate parallel and sequential workflows to analyse transcripts, classify fraud types, evaluate compliance, and detect policy breaches. Build pipelines with proper state management, error handling, and structured outputs. Develop guardrail checks, PII masking, and compliance evaluation systems. Develop automated QA for agentic builds across various GFMS Bus
. Prompt Engineering & LLM Operations
Design and optimize prompts for classification, evaluation, and information extraction tasks. Implement strategies to reduce hallucinations and ensure reliable, structured outputs from LLMs. Monitor LLM systems with observability tools to track performance and handle rate limiting and error recovery in production applications
. Dashboards & Reporting
Build and maintain dashboards that integrate data from enterprise data warehouses and deliver actionable insights to QA analysts and leadership teams. Develop reporting tools that visualize SLA metrics, compliance rates, agent performance, and workforce planning KPIs
. Data Engineering & SQL
Write and optimize SQL queries for large-scale data processing. Source and prepare high-quality datasets from diverse systems. Clean, normalize, and standardize data to ensure accuracy and readiness for AI modelling and process automation. Develop ETL pipelines and implement efficient caching strategies
. Problem Identification and Requirement Analysis
Collaborate with stakeholders to identify business needs in workforce planning and QA compliance requirements. Analyse the feasibility of AI-driven automated solutions. You'll be responsible for collating requirements, defining project scope, meeting objectives, and translating business needs into technical specifications
Position Specific Responsibilities / Qualifications
To thrive in this role, you'll need:
Strong analytical thinking and a proactive, independent, customer-focused mindset.
3+ years in a data analytics role, with hands-on experience in controls testing.
Experience developing GenAI solutions (professionally or as personal projects) is highly valued. Understanding of prompt engineering, structured outputs, and strategies to improve LLM reliability in production environments.
Strong Python programming skills with experience building data pipelines, or automation applications. Proficiency with SQL, data manipulation, and interactive dashboards
A strong grasp of how AI can enhance workflows, decision-making, and problem-solving—especially in workforce planning and QA contexts
Excellent communication skills to bridge technical and non-technical audiences
The ability to thrive in a fast-paced, evolving environment
Working With Us
Whether you’re passionate about customer service, driven by data, or called by creativity, a career with CommBank is for you. Our people bring diverse backgrounds and unique perspectives to build a respectful, inclusive, and flexible workplace. We’re driven by our values and supported to share ideas, initiatives, and energy. Making a positive impact for customers, communities, and each other is part of our every day. Here, you’ll thrive. You’ll be supported when faced with challenges and empowered to tackle new opportunities. We really love working here, and we think you will too.
Simply apply now - this could be your next career move!
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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