Senior Manager Quality & Compliance - Contact Centres

Qantas Airways
Sydney
Workplace: HybridFull timeFunction: Legal, Risk & ComplianceExperience: 12+ yearsSkills: ["Stakeholder management","Influencing","Leadership","Data analysis","Root-cause investigation"]

Lead the end-to-end Quality & Compliance framework and continuous improvement cycle for Contact Centre customer interactions. Own governance and assurance activities across in-house teams and outsourced partners, embedding quality standards, compliance controls, and risk management. Use data, customer insights, and AI-enabled quality solutions to identify service delivery improvements, strengthen controls, and reduce risk, driving measurable gains in customer experience, operational performance, and business outcomes.

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FursaFursa
Qantas Airways
Qantas Airways
1 day 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: 4 hours agoStatus: Live
Reposted: similar role first listed 2 days ago

Job Summary

Lead the end-to-end Quality & Compliance framework and continuous improvement cycle for Contact Centre customer interactions. Own governance and assurance activities across in-house teams and outsourced partners, embedding quality standards, compliance controls, and risk management. Use data, customer insights, and AI-enabled quality solutions to identify service delivery improvements, strengthen controls, and reduce risk, driving measurable gains in customer experience, operational performance, and business outcomes.
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 the continuous improvement cycle for Contact Centre operations.
  • •Establish strategy, governance, and continuous improvement that underpin every customer interaction.
  • •Embed robust quality standards, compliance controls, and risk management practices across in-house and outsourced partners.
  • •Use data and customer insights, including AI-enabled quality solutions, to identify improvements, strengthen controls, and reduce risk.
  • •Lead governance and assurance activities and build quality and compliance capability across the organisation to improve customer experience and operational performance.

Pay and Benefits

Perks:Travel AllowanceSalary PackagingWellness Stipend

Key Requirements

  • •12+ years leading quality, compliance, assurance, or operational excellence functions within large-scale organisations, specifically complex Contact Centre operations.
  • •Experience in 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.
Experience:12+ yearsContact centreCustomer operationsOperational excellence
Skills:Stakeholder managementInfluencingLeadershipData analysisRoot-cause investigation
Languages:English
Tech Stack:AI

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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