Quality Assurance and Compliance Director

3 days ago


Melbourne, Victoria, Australia Qantas Airways Full time
Job Description

The Role

We are seeking a highly skilled Quality Assurance and Compliance Lead to join our team at Qantas Airways. As a key member of our leadership group, you will be responsible for shaping our response to evolving global and domestic regulatory changes.

Main Responsibilities:

  • Develop and align customer-driven policies across the airline and its subsidiaries.
  • Identify, manage, and mitigate business risks, implementing remediation strategies.
  • Develop reporting mechanisms to track and manage risk and compliance activities.
  • Support regulatory responses, including the Aviation Customer Rights Charter and industry White Paper.
  • Lead the development of a quality assurance framework for contact centre teams.
  • Analyse quality outcomes to identify trends and drive continuous improvement initiatives.
  • Oversee and monitor quality assurance activities, ensuring resilience in a low-cost environment.
  • Identify root causes of quality and compliance issues, prioritising resolution and execution.

About Us

At Qantas Airways, we are committed to providing exceptional service to our customers while maintaining the highest standards of safety and compliance. Our team members are passionate about delivering results-driven solutions that meet the evolving needs of our industry.

Your Skills and Qualifications

  • Tertiary qualifications in a relevant business discipline.
  • Quality & Assurance experience.
  • Lean Six Sigma qualifications (desirable).
  • Risk identification and mitigation experience.
  • Strong knowledge of the aviation sector's regulatory environment.
  • Policy management and framework establishment experience.
  • Excellent communication and interpersonal skills, with the ability to engage across all levels of the organisation.


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