Senior Manager, Quality & Compliance - Contact Centers

Qantas Group

Sydney

On-site

AUD 180,000 - 260,000

Full time

7 days ago

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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 at Mascot Head Office. You’ll drive robust quality standards, risk controls and governance across in-house and outsourced teams to deliver consistent customer and business outcomes.

You’ll own end-to-end quality and compliance, use data and insights to identify improvements, and partner with senior stakeholders to

Qualifications

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.