Senior Manager Quality & Compliance

About the role

Lead the strategy, governance and continuous improvement framework for all customer interactions across Qantas Contact Centre operations, both in‑house and outsourced.

Key responsibilities

• Own the end‑to‑end Quality & Compliance Framework and continuous improvement cycle.
• Use data, customer insights and AI‑enabled solutions to identify service delivery improvements.
• Lead governance, assurance activities and large‑scale change initiatives.
• Build quality and compliance capability across the organisation.

Required profile

• 12+ years leading quality, compliance, assurance or operational excellence in large, complex contact centre environments.
• Strong stakeholder management and influencing skills with senior leaders.
• Proven experience driving business improvement, transformation and cultural change.
• Experience leading teams and developing organisational capability.

Required skills

• Expertise in quality & compliance frameworks, continuous improvement and performance measurement.
• Strong data analysis, root‑cause investigation and insight translation.
• Exposure to customer service technologies, analytics platforms and AI‑enabled quality solutions.

What we offer

• Heavily discounted air travel for you and your family.
• Discounts on shopping, food, wine, insurance, health, wellbeing, leisure and entertainment.
• Salary packaging options including motor vehicles and professional memberships.
• Wellbeing support through mental health resources, an interactive app and tailored nutrition plans.
• Equal opportunity environment encouraging diversity and inclusion.