Strategic Leader, Contact Centre Quality & Compliance

Qantas; Sydney; Sur place; AUD 180 000 - 260 000; Plein temps

Avantages offerts par ce poste

Travel discounts

Rewards & benefits programme

Wellbeing initiatives

Résumé du poste

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 will own the end-to-end Quality & Compliance Framework and drive improvements using data, insights and AI-enabled solutions to reduce risk and enhance customer experience.

The role requires 12+ years in quality, compliance or operational excellence within large-scale contact centre

Qualifications

• 12+ years of experience leading quality, compliance, assurance or operational excellence within large-scale contact centre environments.
• 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.

Responsabilités

• Own the end-to-end Quality & Compliance Framework and the continuous improvement cycle for Contact Centre operations.
• Lead governance, assurance activities and risk management across in-house and outsourced teams.
• Identify opportunities to improve service delivery using data, insights and AI-enabled solutions.
• Influence senior stakeholders and drive large-scale change initiatives across the organisation.

Connaissances

Quality management

Compliance frameworks

Operational excellence

Data analysis

Stakeholder management

Team leadership

Quality assurance

AI-enabled quality solutions

Description du poste

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 will own the end-to-end Quality & Compliance Framework and drive improvements using data, insights and AI-enabled solutions to reduce risk and enhance customer experience.

The role requires 12+ years in quality, compliance or operational excellence within large-scale contact centre