Senior Manager Quality & Compliance - Contact Centres

Role summary

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The Senior Manager Quality & Compliance – Contact Centres leads quality assurance, compliance monitoring and continuous improvement across Qantas contact-centre operations. The role requires strong experience in contact-centre quality frameworks, regulatory compliance, risk management, customer journey improvement, reporting and people leadership. The successful candidate is expected to develop effective controls, identify service and compliance risks, use data to improve performance, and partner with operational, legal, risk and customer teams. Excellent communication, stakeholder-management and analytical skills are important, along with the ability to influence leaders and implement consistent standards across multiple locations. Experience in aviation, financial services, telecommunications or another highly regulated customer-service environment would be advantageous.

About the employer

Qantas Airways Limited is Australia’s flagship airline and one of the world’s oldest continuously operating airlines. Founded in 1920, the Qantas Group operates domestic and international passenger services through Qantas and Jetstar, as well as freight, loyalty and related aviation businesses. Its extensive network connects Australian cities with destinations across Asia, Europe, North America, New Zealand and the Pacific. Qantas employs thousands of people across airports, aircraft operations, engineering, customer service, technology and corporate functions. The company places strong emphasis on safety, operational reliability, customer experience and sustainability. Its contact centres support bookings, travel changes, loyalty services and customer enquiries, making quality and compliance leadership an important part of protecting both customers and the Qantas brand.

Working in Australia

Australia offers employment opportunities across aviation, technology, healthcare, construction, education, finance, hospitality, engineering and skilled trades. Major job markets include Sydney, Melbourne, Brisbane, Perth and Adelaide, while regional areas may offer opportunities in agriculture, tourism and healthcare. Australian workplaces are generally professional, direct and collaborative, with strong employment protections and an emphasis on work-life balance. Lifestyle options range from vibrant cities and beaches to outdoor activities and quieter regional communities, although housing and living costs can be high in Sydney and Melbourne. Australia has several visa pathways, including employer-sponsored skilled visas, skilled migration programs, working-holiday visas and student routes with work rights. Eligibility depends on occupation, qualifications, experience, English ability, age and sponsorship. Prospective workers should check current requirements with the Australian Department of Home Affairs before planning relocation.