This senior leadership role is responsible for quality assurance, compliance and continuous improvement across Qantas contact centres. Requirements typically include substantial experience leading quality, risk or compliance programs in a large customer-service operation, strong knowledge of regulatory obligations, audit frameworks, governance and performance reporting, and proven people-leadership capability. The successful candidate is expected to establish consistent service standards, identify operational risks, coach leaders, improve customer outcomes and work effectively with internal stakeholders. Strong communication, analytical, influencing and change-management skills are essential, together with the ability to balance compliance requirements, commercial priorities and employee experience. Experience in aviation, financial services, telecommunications or another highly regulated industry would be advantageous.
Qantas Airways Limited is Australia’s national airline and one of the country’s best-known aviation companies. Founded in 1920, the Qantas Group operates domestic and international passenger services, freight operations and related aviation businesses through brands including Qantas and Jetstar. Its network connects Australia with major destinations across Asia, Europe, North America, New Zealand and the Pacific, supported by extensive airport, engineering, technology and customer-service operations. Qantas employs people across corporate offices, airports, contact centres, maintenance facilities and flight operations. The company places strong emphasis on safety, operational reliability, customer service, compliance and sustainable business performance. Its headquarters are in Sydney, with significant operations in cities throughout Australia. Benefits and remuneration vary by role, location, industrial arrangements and employment level.
Australia offers opportunities in aviation, tourism, logistics, technology, healthcare, construction, education and professional services, with major employment centres in Sydney, Melbourne, Brisbane, Perth and Adelaide. Workplace culture is generally informal, practical and team-oriented, although safety, compliance and punctuality are taken seriously. Lifestyle options range from vibrant city living to coastal communities and regional areas, with outdoor activities, diverse food and multicultural communities widely available. Housing costs can be high, particularly in Sydney and Melbourne, while public transport and healthcare access vary by location. Visa options may include employer-sponsored skilled visas, the Skilled Independent visa, state-nominated pathways and working-holiday visas, depending on occupation, age, qualifications and experience. Before relocating, applicants should check Australian immigration requirements, professional recognition, tax obligations, health insurance and employment conditions. Qantas roles may also require Australian work rights and location-specific attendance.
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