Quality & Compliance Leader - Contact Centres

Qantas Airways; Sydney; Hybrid; AUD 180,000 - 250,000; Full time

Benefits offered by this job

Travel discounts

Access to rewards

Wellbeing programs

Job summary

Qantas Airways 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 at Mascot Head Office in Sydney. The role partners with in-house teams and outsourced partners to embed robust controls, drive improvements and reduce risk while delivering superior customer experiences.

You will own data-driven governance, enable AI-enabled quality solutions and work with senior

Qualifications

• 12+ years leading quality, compliance or operational excellence in large-scale contact centres.
• Experience with complex customer operations and service delivery.
• Strong skills in data analysis and turning insights into action.
• Proven stakeholder management with senior leaders.
• Experience with AI-enabled quality solutions.

Responsibilities

• Lead strategy, governance and continuous improvement framework for QA & compliance.
• Embed quality standards and risk management across in-house and outsourced teams.
• Drive measurable improvements in customer experience and operations.
• Partner with senior stakeholders on governance and transformation initiatives.

Skills

Quality management

Compliance frameworks

Stakeholder management

Data analysis

Leadership

Job description

Qantas Airways 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 at Mascot Head Office in Sydney. The role partners with in-house teams and outsourced partners to embed robust controls, drive improvements and reduce risk while delivering superior customer experiences.

You will own data-driven governance, enable AI-enabled quality solutions and work with senior