Quality Assurance and Compliance Lead

• Develop and lead a quality assurance framework for the customer team
• Drive the development of customer-driven policies
• Collingwood Head Office location, Permanent full-time opportunity

Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo’s as we continue on our mission to offer all day, every day low fares so more people can fly to more places, more often. 

The Quality Assurance & Compliance Lead is a key role within Jetstar, reporting to the Manager, Quality & Policy. This role is responsible for shaping Jetstar’s response to evolving global and domestic regulatory changes, including the Aviation Customer Rights Charter and industry White Paper. A key focus is developing and driving implementation of a quality assurance framework for the customer team, ensuring service excellence and compliance across all touchpoints. Additionally, this role will drive the development of customer-driven policies, ensuring alignment with legal and regulatory requirements while maintaining consistency across Jetstar and Qantas Group airlines.

The core responsibilities of this role will be:

• Develop and align customer-driven policies across Jetstar and Qantas Group airlines.
• 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 White Paper and Aviation Customer Rights Charter.
• 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.

To be considered, key skills will include: 

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

This role also requires our team members to be willing and able to travel internationally to perform audits with our suppliers across the globe.  In return, a flexible and hybrid working environment is on offer to the successful applicant. 

Applications close: 11.59pm Friday 28 March 

About Jetstar

The Jetstar Group has airlines in Australia, New Zealand, Singapore and Japan. Launch in 2004, we have grown from a team of 700 to 7,600 and have flown more than 250 million passengers. Collectively we now offer more than 5000 flights a week to more than 85 destinations in 17 countries and territories across the Asia Pacific region, with a fleet of more than 130 aircraft.
 

Our Culture

Jetstar is alive with a sense of adventure. Day in and day out, our teams search for new places to fly, new ways to add value and new ideas to improve performance. If you love the road less travelled, you’ll love working here because ours is a team who innovate every day, thrive on delivery, support each other and celebrate our successes. You’ll be supported to challenge, anticipate and explore while you work will connect people and enrich lives. We encourage diversity and aim to create an environment where our employees feel valued, respected and enabled.
 

Our Benefits

Team members have access to heavily discounted fares to destinations all over the world – not only for team members, but for their favourite travel companions too. Our staff travel benefit includes discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel. Discounts can be used within the Jetstar Group airlines, Qantas and other partner airlines.

Inclusion and Diversity 
 
Jetstar is an equal opportunity employer, so by coming to work for us, you’ll 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. If you have any support or accessibility requirements, we encourage you to advise us at time of application.