Senior Manager Quality & Compliance - Contact Centres

Qantas Airways
Sydney
Workplace: HybridFull timeFunction: Legal, Risk & ComplianceExperience: 12+ yearsSkills: ["Stakeholder management","Influencing","Root-cause investigation","Data-driven decision-making","Team leadership"]

Lead the end-to-end Quality & Compliance Framework for customer interactions across Contact Centre operations. Own the continuous improvement cycle, strengthen compliance controls, and manage risk through governance and assurance activities. Partner with in-house teams and outsourced partners to embed quality standards, use data and customer insights (including AI-enabled solutions) to drive root-cause improvements, and influence large-scale service and operational change.

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Qantas Airways
Qantas Airways
3 days ago

Senior Manager Quality & Compliance - Contact Centres

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Lead the end-to-end Quality & Compliance Framework for customer interactions across Contact Centre operations. Own the continuous improvement cycle, strengthen compliance controls, and manage risk through governance and assurance activities. Partner with in-house teams and outsourced partners to embed quality standards, use data and customer insights (including AI-enabled solutions) to drive root-cause improvements, and influence large-scale service and operational change.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: Legal, Risk & Compliance
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the end-to-end Quality & Compliance Framework and continuous improvement cycle for Contact Centre customer interactions.
  • •Embed robust quality standards, compliance controls, and risk management practices across in-house teams and outsourced partners.
  • •Use data, customer insights, and AI-enabled solutions to identify service delivery improvements and reduce risk.
  • •Lead governance and assurance activities, partnering with senior stakeholders to influence large-scale change initiatives.
  • •Build quality and compliance capability across the organisation and develop teams and organisational capability.

Pay and Benefits

Perks:Travel AllowanceSalary PackagingMotor Vehicles

Key Requirements

  • •12+ years leading quality, compliance, assurance, or operational excellence functions in large-scale organisations with complex Contact Centre operations.
  • •Experience in customer operations and service delivery (or similarly complex operational environments).
  • •Expertise in quality & compliance frameworks, continuous improvement, and performance measurement.
  • •Strong data analysis and root-cause investigation skills, translating insights into measurable action.
  • •Proven experience driving business improvement, transformation, and cultural change initiatives.
Experience:12+ years
Skills:Stakeholder managementInfluencingRoot-cause investigationData-driven decision-makingTeam leadership
Languages:English
Tech Stack:AI-enabled solutions

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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