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Risk Management and Quality Director

2 weeks ago

Melbourne, Victoria, Australia Qantas Airways Full time
Key Responsibilities

This role involves developing and leading a quality assurance framework for the customer team, ensuring service excellence and compliance across all touchpoints. The successful candidate will also drive the development of customer-driven policies, ensuring alignment with legal and regulatory requirements while maintaining consistency across Qantas Airways and Qantas Group airlines.

The core responsibilities of this role include:

  • Developing and aligning customer-driven policies across Qantas Airways and Qantas Group airlines.
  • Identifying, managing, and mitigating business risks, implementing remediation strategies.
  • Developing reporting mechanisms to track and manage risk and compliance activities.
  • Supporting regulatory responses, including the Aviation Customer Rights Charter.
  • Leading the development of a quality assurance framework for contact centre teams.
  • Analysing quality outcomes to identify trends and drive continuous improvement initiatives.
  • Overseeing and monitoring quality assurance activities, ensuring resilience in a low-cost environment.
  • Identifying root causes of quality and compliance issues, prioritising resolution and execution.

The successful candidate will have the opportunity to work with a talented team of professionals who share a passion for delivering exceptional customer experiences. They will be supported to challenge, anticipate and explore while working together to connect people and enrich lives.