Job Description
About CTM
CTM is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client-facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.
At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future focused professionals we work with the company's values in mind; Connect, Deliver and Evolve.
About the Role
We are seeking an experienced and driven Quality Assurance Manager to join our National Contact Centre operation within CTM (Corporate Travel Management). This is a unique opportunity to shape and embed a quality function from the ground up within an operation undergoing significant transformation.
Supporting a multi-channel operation that is fast transforming, this role will establish, lead, and continuously evolve a best-practice quality assurance framework that enhances customer experience, drives operational consistency, and supports commercial outcomes.
This is a true "clean slate" role, ideal for an energised self-starter who thrives in ambiguity, enjoys building structure, and can influence change at pace
Key Responsibilities
Develop and implement an end-to-end quality assurance framework aligned to business objectives
Define clear quality benchmarks across all customer channels including scorecards, calibration processes, and evaluation criteria.
Integrate quality practices into day-to-day operations, ensuring they are adopted, understood, and owned by frontline teams and leadership.
Identify trends, root causes, and opportunities to enhance service delivery, reduce failure demand, and improve efficiency.
Partner with leaders to uplift capability through targeted coaching frameworks, feedback loops, and quality-led performance insights.
Play a key role in the broader contact centre transformation, ensuring quality is embedded in new processes, systems, and ways of working.
Skills & Experience
Proven experience in a Quality Assurance leadership role within a contact centre or customer operations environment
Demonstrated ability to build QA frameworks from scratch and embed them successfully
Strong understanding of multi-channel environments (voice, email, chat)
Experience in corporate travel, service industries, or complex customer environments highly regarded
A self-starter mindset with the ability to operate autonomously and navigate ambiguity
Strong analytical capability with the ability to turn insights into actionable improvements
Excellent stakeholder management and influencing skills
Passion for customer experience, continuous improvement, and operational excellence
Opportunity to create and shape a national QA function from the ground up
Why CTM?
As a global organisation CTM offers a range of employee benefits that including;
Travel discounts
Perkbox - Retail, Lifestyle, Entertainment, Health & Wellness discounts
Training and Development opportunities - online lessons and certificates
Annual Volunteer Day
x2 Wellness/Chillout Days
Blended work arrangements with hybrid WFH flexibility
2 Weeks extra leave - Purchase Leave
Paid Parental Leave
Sonder - EAP Platform
CTM offer a strong, established and sustainable work environment which will support your career development and wellbeing.
CTM is committed to the unique contributions of all our people and actively encourage candidates with all abilities and diverse backgrounds to apply. Come work for a global award winning company that values its people, community, and technological innovation.
CTM is a global award-winning provider of innovative and cost-effective travel management solutions to the corporate, events, leisure and loyalty travel markets. CTM provides personalised service excellence with client-facing technology solutions in offices all around the world, including New Zealand, Australia, Asia, North America and Europe with over 3000 employees.
At CTM, our people are our greatest asset. We are a team of collaborative, innovative and future focused professionals we work with the company's values in mind; Connect, Deliver and Evolve.
About the Role
We are seeking an experienced and driven Quality Assurance Manager to join our National Contact Centre operation within CTM (Corporate Travel Management). This is a unique opportunity to shape and embed a quality function from the ground up within an operation undergoing significant transformation.
Supporting a multi-channel operation that is fast transforming, this role will establish, lead, and continuously evolve a best-practice quality assurance framework that enhances customer experience, drives operational consistency, and supports commercial outcomes.
This is a true "clean slate" role, ideal for an energised self-starter who thrives in ambiguity, enjoys building structure, and can influence change at pace
Key Responsibilities
Develop and implement an end-to-end quality assurance framework aligned to business objectives
Define clear quality benchmarks across all customer channels including scorecards, calibration processes, and evaluation criteria.
Integrate quality practices into day-to-day operations, ensuring they are adopted, understood, and owned by frontline teams and leadership.
Identify trends, root causes, and opportunities to enhance service delivery, reduce failure demand, and improve efficiency.
Partner with leaders to uplift capability through targeted coaching frameworks, feedback loops, and quality-led performance insights.
Play a key role in the broader contact centre transformation, ensuring quality is embedded in new processes, systems, and ways of working.
Skills & Experience
Proven experience in a Quality Assurance leadership role within a contact centre or customer operations environment
Demonstrated ability to build QA frameworks from scratch and embed them successfully
Strong understanding of multi-channel environments (voice, email, chat)
Experience in corporate travel, service industries, or complex customer environments highly regarded
A self-starter mindset with the ability to operate autonomously and navigate ambiguity
Strong analytical capability with the ability to turn insights into actionable improvements
Excellent stakeholder management and influencing skills
Passion for customer experience, continuous improvement, and operational excellence
Opportunity to create and shape a national QA function from the ground up
Why CTM?
As a global organisation CTM offers a range of employee benefits that including;
Travel discounts
Perkbox - Retail, Lifestyle, Entertainment, Health & Wellness discounts
Training and Development opportunities - online lessons and certificates
Annual Volunteer Day
x2 Wellness/Chillout Days
Blended work arrangements with hybrid WFH flexibility
2 Weeks extra leave - Purchase Leave
Paid Parental Leave
Sonder - EAP Platform
CTM offer a strong, established and sustainable work environment which will support your career development and wellbeing.
CTM is committed to the unique contributions of all our people and actively encourage candidates with all abilities and diverse backgrounds to apply. Come work for a global award winning company that values its people, community, and technological innovation.
💡 Quick Summary
Seeking a career-building opportunity? The Quality Assurance Manager position is now open for candidates interested in the Operations Executive Jobs sector. This role in Brisbane offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Operations Executive Jobs is a plus.
