Senior Manager Quality & Compliance - 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

• 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 supports customers through disruptions, advocacy cases and service interactions, helping deliver exceptional experiences when they matter most. As Senior Manager Quality & Compliance - Contact Centres, you'll lead the strategy, governance and continuous improvement framework that underpins every customer interaction across our Contact Centre operations. Working across both in-house teams and outsourced partners, you'll embed robust quality standards, compliance controls and risk management practices that drive consistent customer and business outcomes.

This is a highly visible leadership role where you'll own the end-to-end Quality & Compliance Framework and the continuous improvement cycle that drives operational excellence. Using data, customer insights and AI-enabled solutions, you'll identify opportunities to improve service delivery, strengthen controls and reduce risk. Partnering closely with senior stakeholders, you'll lead governance and assurance activities, influence large-scale change initiatives, and build quality and compliance capability across the organisation, delivering measurable improvements in customer experience, operational performance and business outcomes.

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 Sunday 20th September

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