Senior Manager Quality & Compliance

• Influence large-scale customer operations and drive meaningful business outcomes
• Shape the future of quality compliance and continuous improvement
• Permanent opportunity based at our Mascot Head Office

Our Customer Care & Recovery (CC&R) team plays a critical role in supporting customers through disruptions advocacy cases and service interactions. Were looking for a Senior Manager Quality & Compliance to shape the quality compliance and continuous improvement strategy that underpins every customer interaction across the function including our Global Contact Centres.

As the Senior Manager Quality & Compliance youll lead the quality and compliance framework across CC&R spanning in-house teams and outsourced partners. Youll be responsible for embedding robust quality standards governance risk management and continuous improvement practices while leveraging data insights and AI technology to improve customer and business outcomes.

Youll own the end-to-end Quality & Compliance Framework and the multi-stage continuous improvement loop that drives it. This is end-to-end ownership not oversight. Youll own the Quality & Compliance Framework and the five-stage continuous improvement loop that drives it Identify Decide Design & Build Embed and Measure. Youll identify the problems worth acting on through quality monitoring complaints drivers NPS customer sentiment repeat contacts service issues financial risk and fraud indicators.

This highly visible role sits at the intersection of customer experience operational performance and risk management. Working closely with senior leaders youll use data analytics and AI-enabled solutions to identify continuous improvement opportunities strengthen operational controls and drive measurable improvements. Youll influence large-scale change initiatives provide strategic insights and recommendations lead governance and assurance activities and build quality and compliance capability across the organisation.

Youll have:

• 12 years of experience leading quality compliance assurance or operational excellence functions within large-scale organisations specifically complex Contact Centre operations.
• 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.
• Exceptional stakeholder management and influencing skills with the ability to build alignment across diverse teams and senior leaders.
• Experience leading teams and developing organisational capability.
• Deep knowledge of quality management systems assurance frameworks and performance measurement methodologies.
• Exposure to customer service technologies analytics platforms and AI-enabled quality solutions.

Why Qantas

Youll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team which means youll be able to grow both personally and professionally at Qantas. Your development is a priority for us so that you can maintain the high standards our customers have come to expect and can continue to develop over time. Youll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role weve got a great track record of supporting our people to take their career in so many different directions the destinations are endless.

Qantas employees also get to enjoy an amazing benefits program including:

• Travel: Enjoy heavily discounted air travel within Australia and across the globe - both for you and your family and friends - as well as exclusive deals on accommodation and holidays.
• Access to thousands of rewards: Through our partnerships we can offer you discounts across shopping food and wine insurance health and wellbeing leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles eligible portable electronic devices and professional memberships.
• Well also support your wellbeing: Whether its learning to better support your own and others mental health our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer so by coming to work for us youll be part of an organisation that encourages diversity supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander and people of all backgrounds to apply.

Applications close Monday 14 September 2026.

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.

Remote Work :

No

Employment Type :

Full-time