Manager, Business Improvement - Contact Centres

Qantas Airways
Sydney
Workplace: OnsiteFull timeFunction: Communications, PR & CommunitySkills: ["Analytical thinking","Problem-solving","Communication","Stakeholder management","Influencing"]

Lead the CC&R Contact Centres Quality Assurance Program, using data, insights, and AI-enabled capabilities to identify risks, uncover trends, and drive continuous improvement across customer interactions. Partner with operational leaders in a multi-channel environment to uplift quality and compliance, strengthen customer outcomes, and support informed decision-making. Drive business improvement, innovation, and digital AI adoption to improve end-to-end quality and compliance practices.

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Qantas Airways
Qantas Airways
18 hours 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: 1 hour agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Lead the CC&R Contact Centres Quality Assurance Program, using data, insights, and AI-enabled capabilities to identify risks, uncover trends, and drive continuous improvement across customer interactions. Partner with operational leaders in a multi-channel environment to uplift quality and compliance, strengthen customer outcomes, and support informed decision-making. Drive business improvement, innovation, and digital AI adoption to improve end-to-end quality and compliance practices.
Location: Sydney
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Operate the CC&R Quality Assurance Program to uplift quality and compliance across Global Contact Centres.
  • •Use data, insights, and AI-enabled capabilities to identify risks and opportunities, uncover trends, and drive continuous improvement.
  • •Partner with operational leaders across a multi-channel environment to strengthen quality outcomes and support customer-focused decision-making.
  • •Manage quality and assurance programs while driving performance optimisation and supporting innovation initiatives.
  • •Lead adoption of new digital AI technology to improve 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 within 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.
  • •Experience driving continuous improvement initiatives and partnering with stakeholders to deliver customer-focused outcomes.
  • •Demonstrated project management skills to manage multiple priorities.
Experience:Contact centreCustomer experienceQuality assuranceOperational excellenceBusiness improvement
Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementInfluencing
Languages:English
Tech Stack:AIAutomationData analyticsCustomer service technologies

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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