Senior Manager Quality & Compliance - Contact Centres

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

Job summary

Qantas is seeking a Senior Manager Quality & Compliance - Contact Centres to lead the end-to-end quality and compliance framework across in-house and outsourced contact centre operations at Mascot Head Office. You will drive continuous improvement, risk management and governance using data and insights.

You will shape standards, embed controls, and partner with senior leaders to deliver measurable improvements in customer experience and operational performance, leveraging AI-enabled quality

Qualifications

• 12+ years of experience leading quality, compliance, assurance or operational excellence 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.

Responsibilities

• Lead the strategy, governance and continuous improvement framework underpinning customer interactions across Contact Centre operations.
• Embed robust quality standards, compliance controls and risk management practices.
• Drive opportunities to improve service delivery, strengthen controls and reduce risk using data and AI-enabled solutions.
• Partner with senior stakeholders to lead governance and assurance activities and build quality capability across the organisation.

Skills

Quality management

Data analytics

Stakeholder management

Leadership

Quality assurance

Continuous improvement

Job description

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

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.