Senior Manager Quality & Compliance

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

Benefits offered by this job

Travel benefits

Discounts on travel & partners

Wellbeing programs

Job summary

Qantas Airways is seeking a Senior Manager Quality & Compliance to shape and own the quality, compliance and continuous improvement strategy across Customer Care & Recovery. You will lead governance, risk management and robust controls for in-house and outsourced operations, using data and AI insights to drive measurable improvements.

The role sits at the intersection of customer experience, operations and risk management, reporting to senior leaders and enabling large-scale change across Global

Qualifications

• 12+ years of experience leading quality, compliance, assurance or operational excellence functions within large-scale organisations, especially complex contact centre operations.
• Experience with customer operations, service delivery or similarly complex operational environments.
• Expertise in quality & compliance frameworks, continuous improvement and performance measurement.
• Strong capability in data analysis, root-cause investigation and translating insights into action.
• Experience driving business improvement, transformation and cultural change initiatives.
• Exceptional stakeholder management and influencing skills with senior leaders.
• Experience leading teams and developing organisational capability.
• Deep knowledge of quality management systems, assurance frameworks and performance measurement methodologies.
• Exposure to customer service technologies, analytics platforms and AI-enabled quality solutions.

Responsibilities

• Lead the quality, compliance, assurance and continuous improvement functions for CC&R.
• Embed governance, risk management and robust quality standards across in-house and outsourced teams.
• Leverage data, insights and AI-enabled tools to improve customer and business outcomes.
• Own the end-to-end Quality & Compliance Framework and the five-stage CI loop (Identify, Decide, Design & Build, Embed, Measure).
• Influence senior leaders and drive large-scale change initiatives and operational improvements.

Skills

Quality management

Compliance frameworks

Data analysis

Stakeholder management

Leadership

Operational excellence

Quality assurance

AI-enabled quality solutions

Tools

Analytics platforms

Quality management systems

Job description

• Influence large-scale customer operations and drive meaningful business outcomes
• Shape the future of quality, compliance and continuous improvement
• Permanent opportunity based at our Mascot Head Office

Our Customer Care & Recovery (CC&R) team plays a critical role in supporting customers through disruptions, advocacy cases, and service interactions. We're looking for aSenior Manager Quality & Complianceto shape the quality, compliance and continuous improvement strategy that underpins every customer interaction across the function, including our Global Contact Centres.

As the Senior Manager Quality & Compliance, you'll lead the quality and compliance framework across CC&R, spanning in-house teams and outsourced partners. You'll be responsible for embedding robust quality standards, governance, risk management and continuous improvement practices, while leveraging data, insights and AI technology to improve customer and business outcomes.

You’ll own the end-to-end Quality & Compliance Framework and the multi-stage continuous improvement loop that drives it. This is end-to-end ownership, not oversight. You’ll own the Quality & Compliance Framework and the five-stage continuous improvement loop that drives it — Identify, Decide, Design & Build, Embed and Measure. You’ll identify the problems worth acting on through quality monitoring, complaints drivers, NPS, customer sentiment, repeat contacts, service issues, financial risk and fraud indicators.

This highly visible role sits at the intersection of customer experience, operational performance and risk management. Working closely with senior leaders, you'll use data, analytics and AI-enabled solutions to identify continuous improvement opportunities, strengthen operational controls and drive measurable improvements. You’ll influence large-scale change initiatives, provide strategic insights and recommendations, lead governance and assurance activities, and build quality and compliance capability across the organisation.

You’ll have:

• 12+ years of experience leading quality, compliance, assurance or operational excellence functions within large-scale organisations – specifically complex Contact Centre operations.
• Experience with, customer operations, service delivery or similarly complex operational environments.
• Expertise in quality & compliance frameworks, continuous improvement and performance measurement.
• Strong capability in data analysis, root-cause investigation and translating insights into action.
• Experience driving business improvement, transformation and cultural change initiatives.
• Exceptional stakeholder management and influencing skills, with the ability to build alignment across diverse teams and senior leaders.
• Experience leading teams and developing organisational capability.
• Deep knowledge of quality management systems, assurance frameworks and performance measurement methodologies.
• Exposure to customer service technologies, analytics platforms and AI-enabled quality solutions.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

Qantas employees also get to enjoy an amazing benefits program including:

• Travel:Enjoy heavily discounted air travel within Australia and across the globe - both for you and your family and friends - as well as exclusive deals on accommodation and holidays.
• Access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll also support your wellbeing:Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.

Applications close Monday, 14 September 2026.

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.