Quality & Compliance Leader – Contact Centers

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

Benefits offered by this job

Travel discounts

Rewards program

Wellbeing app

Job summary

Qantas is seeking a Senior Manager Quality & Compliance - Contact Centres to lead the strategy, governance and continuous improvement framework across our Contact Centre operations, including in-house and outsourced partners.

You will embed robust quality standards, risk management and compliance controls, use data and AI-enabled insights to drive service improvements, and partner with senior leaders to deliver measurable outcomes.

Qualifications

• 12+ years of experience leading quality, compliance, assurance or operational excellence within large-scale organisations, specifically complex Contact Centre operations.
• Experience in customer operations, service delivery or similarly complex environments.
• Expertise in quality & compliance frameworks, continuous improvement and performance measurement.

Responsibilities

• Lead the strategy, governance and continuous improvement framework for Quality & Compliance across Contact Centres.
• Embed robust quality standards, compliance controls and risk management practices.
• Drive end-to-end quality & compliance across in-house and outsourced teams; use data and AI-enabled insights to identify improvement opportunities.

Skills

Quality management

Compliance

Operational excellence

Data analysis

Stakeholder management

Change leadership

Team leadership

Performance measurement

AI-enabled quality

Job description

Qantas is seeking a Senior Manager Quality & Compliance - Contact Centres to lead the strategy, governance and continuous improvement framework across our Contact Centre operations, including in-house and outsourced partners.

You will embed robust quality standards, risk management and compliance controls, use data and AI-enabled insights to drive service improvements, and partner with senior leaders to deliver measurable outcomes.