Head of Quality & Compliance, Contact Centres

Qantas Airways Ltd; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Travel discounts

Rewards program & salary packaging

Wellbeing program

Job summary

Qantas Airways Ltd. is seeking a Senior Manager Quality & Compliance - Contact Centres to lead the end-to-end quality, compliance and continuous improvement framework across our contact centre operations.

You will partner with in-house teams and outsourced partners to embed controls, drive consistent customer outcomes and reduce risk. This highly visible leadership role will leverage data and AI-enabled solutions to identify opportunities, governance activities and stakeholder alignment to

Qualifications

• 12+ years leading quality, compliance or operational excellence in large contact centres.
• Experience in customer operations or service delivery in complex environments.
• Expertise in quality frameworks and performance measurement.

Responsibilities

• Lead strategy, governance and the continuous improvement framework for contact centres.
• Embed robust quality standards, compliance controls and risk management.
• Use data insights and AI-enabled solutions to drive service improvements.
• Partner with senior stakeholders to drive change initiatives.

Skills

Leadership

Stakeholder management

Quality management

Compliance governance

Data analysis

Continuous improvement

Team development

Job description

Qantas Airways Ltd. is seeking a Senior Manager Quality & Compliance - Contact Centres to lead the end-to-end quality, compliance and continuous improvement framework across our contact centre operations.

You will partner with in-house teams and outsourced partners to embed controls, drive consistent customer outcomes and reduce risk. This highly visible leadership role will leverage data and AI-enabled solutions to identify opportunities, governance activities and stakeholder alignment to