Senior Manager Quality & Compliance

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

Lead the end-to-end Quality & Compliance Framework for Qantas’ Customer Care & Recovery (CC&R) function, including in-house teams and outsourced partners. Own the continuous improvement loop that identifies, designs, embeds, and measures quality outcomes across global contact centres. Use quality monitoring, complaints drivers, NPS/customer sentiment, and risk/fraud indicators to strengthen operational controls and deliver measurable improvements, partnering with senior leaders to scale capability.

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Qantas Airways
Qantas Airways
13 hours ago

Senior Manager Quality & Compliance

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead the end-to-end Quality & Compliance Framework for Qantas’ Customer Care & Recovery (CC&R) function, including in-house teams and outsourced partners. Own the continuous improvement loop that identifies, designs, embeds, and measures quality outcomes across global contact centres. Use quality monitoring, complaints drivers, NPS/customer sentiment, and risk/fraud indicators to strengthen operational controls and deliver measurable improvements, partnering with senior leaders to scale capability.
Location: Sydney
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Legal, Risk & Compliance
Seniority: Sr. Manager level

Key Responsibilities

  • •Own the end-to-end Quality & Compliance Framework and the multi-stage continuous improvement loop (Identify, Decide, Design & Build, Embed, Measure).
  • •Lead the quality and compliance framework across CC&R, covering in-house teams and outsourced partners.
  • •Identify problems worth acting on using quality monitoring, complaints drivers, NPS, customer sentiment, repeat contacts, service issues, and financial risk and fraud indicators.
  • •Strengthen operational controls and drive measurable improvements using data, analytics, and AI-enabled solutions.
  • •Provide strategic insights and recommendations, lead governance and assurance activities, and build quality and compliance capability across the organisation.

Pay and Benefits

Perks:Travel AllowanceSalary PackagingWellness Stipend

Key Requirements

  • •12+ years leading quality, compliance, assurance, or operational excellence functions in large-scale organisations, specifically complex contact centre operations.
  • •Expertise in quality & compliance frameworks, continuous improvement, and performance measurement.
  • •Strong data analysis capability, including root-cause investigation and translating insights into action.
  • •Experience driving business improvement, transformation, and cultural change initiatives.
  • •Exceptional stakeholder management and influencing skills, including experience leading teams and developing organisational capability.
Experience:12+ years
Skills:Stakeholder managementInfluencingRoot-cause investigationContinuous improvementLeadership
Languages:English
Tech Stack:AI-enabled solutionsAnalytics platformsData analytics

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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