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About Jetstar
We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. And we're not just an Australian airline either - the Jetstar Group also includes Jetstar Asia and Jetstar Japan, and is one of the largest low-cost airline groups in Asia Pacific by revenue. As a group, we operate a fleet of more than 115 aircraft, including the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.
Job Description
* 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.
* 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.
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.
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