There is a new role at CTM as our new Quality Assurance Manager. Join us!
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 who 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, including:
* Travel discounts
* Perkbox – retail, lifestyle, entertainment, health & wellness discounts
* Training and development opportunities – online lessons and certificates
* Annual volunteer day
* Two wellness/chillout days
* Blended work arrangements with hybrid WFH flexibility
* Two weeks extra leave – purchase leave
* Paid parental leave
* Sonder – EAP platform
CTM offers 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 encourages candidates with all abilities and diverse backgrounds to apply.
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