Head of Quality, Compliance & Continuous Improvement

Qantas Group; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Travel discounts

Rewards program

Wellbeing support

Job summary

Qantas is seeking a Senior Manager Quality & Compliance to shape the quality, compliance and continuous improvement strategy underpinning customer interactions across the Global Contact Centres. You’ll own end-to-end Quality & Compliance Framework, embedding governance, risk management and continuous improvement across in-house and outsourced teams.

Leveraging data, analytics and AI-enabled solutions, you’ll identify opportunities to strengthen controls, drive measurable improvements and

Qualifications

• 12+ years of experience leading quality, compliance, assurance or operational excellence in large-scale organisations, especially contact centres.
• Experience with customer operations or service delivery in complex environments.
• Expertise in quality & compliance frameworks and performance measurement.

Responsibilities

• Lead the quality and compliance framework across CC&R including in-house and outsourced teams.
• Embed robust quality standards, governance, risk management and continuous improvement.
• Use data, insights and AI to drive measurable improvements and operational controls.

Skills

Leadership

Quality management

Data analysis

Stakeholder management

AI in quality

Quality frameworks

Performance measurement

Change management

Operational excellence

Team development

Tools

Analytics platforms

AI-enabled quality solutions

Job description

Qantas is seeking a Senior Manager Quality & Compliance to shape the quality, compliance and continuous improvement strategy underpinning customer interactions across the Global Contact Centres. You’ll own end-to-end Quality & Compliance Framework, embedding governance, risk management and continuous improvement across in-house and outsourced teams.

Leveraging data, analytics and AI-enabled solutions, you’ll identify opportunities to strengthen controls, drive measurable improvements and