Manager, Business Improvement - Contact Centres

Qantas Airways
Sydney
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 7+ yearsSkills: ["Analytical","Problem-solving","Project management","Communication","Influencing"]

Lead the Contact Centres Quality Assurance and continuous improvement strategy for Qantas’ Customer Care & Recovery (CC&R) team. Use data, insights, and AI-enabled capabilities to identify risks and opportunities, uncover trends, and strengthen quality and compliance across multi-channel customer interactions. Partner with operational leaders to deliver measurable customer experience improvements, drive innovation and performance optimisation, and support adoption of new digital AI technology.

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Qantas Airways
Qantas Airways
4 days ago

Manager, Business Improvement - Contact Centres

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Lead the Contact Centres Quality Assurance and continuous improvement strategy for Qantas’ Customer Care & Recovery (CC&R) team. Use data, insights, and AI-enabled capabilities to identify risks and opportunities, uncover trends, and strengthen quality and compliance across multi-channel customer interactions. Partner with operational leaders to deliver measurable customer experience improvements, drive innovation and performance optimisation, and support adoption of new digital AI technology.
Location: Sydney
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Operate the CC&R Quality Assurance Program using data, insights, and AI-enabled capabilities to identify risks, opportunities, and trends.
  • •Partner with operational leaders and stakeholders to deliver initiatives that improve customer experience and strengthen quality outcomes.
  • •Manage quality and assurance programs while supporting innovation, performance optimisation, and continuous improvement.
  • •Drive adoption of new digital AI technology to improve end-to-end quality and compliance practices.
  • •Uncover improvement opportunities through data and analytics and influence informed business decision-making to create measurable impact.

Pay and Benefits

Perks:Travel AllowanceSalary Packaging

Key Requirements

  • •7+ years’ experience in quality assurance, business improvement, customer experience, or operational excellence in a complex contact centre environment.
  • •Strong analytical and problem-solving skills to turn insights into actionable recommendations.
  • •Experience leveraging AI, automation, and customer service technologies.
  • •Proven continuous improvement and stakeholder partnership experience to deliver customer-focused outcomes.
  • •Demonstrated project management ability to manage multiple priorities and deliver business improvement, innovation, and transformation initiatives.
Experience:7+ yearsContact centreCustomer experienceQuality assuranceOperational excellence
Skills:AnalyticalProblem-solvingProject managementCommunicationInfluencing
Languages:English
Tech Stack:AIAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Qantas Airways
Australia’s flag carrier providing domestic, international and freight air services, operating Qantas, Jetstar and QantasLink brands, plus a loyalty business (Qantas Frequent Flyer) and aviation services.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mascot, NSW, Australia
Founded: 1920
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