Manager, Business Improvement

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

Drive quality, compliance, and continuous improvement for Qantas’ Customer Care & Recovery (CC&R) team. Operate the CC&R Quality Assurance Program using data, insights, and AI-enabled capabilities to identify risks and opportunities, uncover trends, and deliver measurable improvements across global contact centres. Partner with operational leaders to strengthen customer outcomes, support informed decision-making, and drive adoption of new digital AI technology and innovation initiatives.

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Qantas Airways
Qantas Airways
13 hours ago

Manager, Business Improvement

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Drive quality, compliance, and continuous improvement for Qantas’ Customer Care & Recovery (CC&R) team. Operate the CC&R Quality Assurance Program using data, insights, and AI-enabled capabilities to identify risks and opportunities, uncover trends, and deliver measurable improvements across global contact centres. Partner with operational leaders to strengthen customer outcomes, support informed decision-making, and drive adoption of new digital AI technology and innovation initiatives.
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.
  • •Identify risks and opportunities, uncover trends, and drive continuous improvement across customer interactions.
  • •Partner with operational leaders and stakeholders to deliver initiatives that improve customer experience and quality outcomes.
  • •Manage quality and assurance programs while supporting innovation and performance optimisation, including emerging technologies.
  • •Drive adoption of new digital AI technology to strengthen end-to-end quality and compliance practices.

Pay and Benefits

Perks:Travel AllowanceSalary PackagingWellness Stipend

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, able to turn insights into actionable recommendations.
  • •Experience leveraging AI, automation, and customer service technologies.
  • •Proven ability to drive continuous improvement initiatives and partner with stakeholders for customer-focused outcomes.
  • •Demonstrated project management skills to manage multiple priorities.
Experience:7+ years
Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementProject management
Languages:English
Tech Stack:AIAutomationData analytics

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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