Quality & Insights Lead

Qantas Airways
Melbourne
Workplace: OnsiteFull timeFunction: Quality & Regulatory (Non-Software)Skills: ["Communication","Data interpretation","Stakeholder collaboration","Storytelling","Continuous improvement mindset"]

Lead the implementation, optimisation, and maturity of an Automated Quality Management (AQM) capability across Jetstar contact centre operations. Embed AI-enabled quality insights into everyday practices by translating quality data into actionable coaching, compliance, and customer experience improvements. Oversee quality governance, calibration activities, and performance frameworks, using automation and analytics to drive continuous improvement across customer care. Work with partners, operational leaders, training teams, and stakeholders.

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Qantas Airways
Qantas Airways
1 day ago

Quality & Insights Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Lead the implementation, optimisation, and maturity of an Automated Quality Management (AQM) capability across Jetstar contact centre operations. Embed AI-enabled quality insights into everyday practices by translating quality data into actionable coaching, compliance, and customer experience improvements. Oversee quality governance, calibration activities, and performance frameworks, using automation and analytics to drive continuous improvement across customer care. Work with partners, operational leaders, training teams, and stakeholders.
Location: Melbourne
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Quality & Regulatory (Non-Software)
Seniority: Mid level

Key Responsibilities

  • •Embed and evolve the Automated Quality Management (AQM) capability across contact centre operations using AI, automation, and data-driven decision making.
  • •Lead the implementation, optimisation, and ongoing maturity of the AQM framework, integrating automated quality insights into day-to-day operational practices.
  • •Oversee quality governance, calibration activities, and performance frameworks to identify trends, risks, and opportunities.
  • •Use automation and analytics to influence continuous improvement initiatives across the customer care function.
  • •Collaborate with outsourced partners, operational leaders, training teams, and stakeholders to translate complex quality data into actionable insights.

Key Requirements

  • •Demonstrated experience in Quality Assurance, Customer Experience, Contact Centre Operations, Compliance, Risk, or Continuous Improvement.
  • •Experience leading or supporting quality transformation initiatives, including implementation or optimisation of automated quality management, speech analytics, or AI-enabled quality solutions.
  • •Strong analytical capability to interpret complex data, identify trends, and translate insights into actionable business outcomes.
  • •Experience designing and embedding quality frameworks, governance processes, performance scorecards, and continuous improvement programs.
  • •Knowledge of Genesys Cloud or similar contact centre platforms, plus an understanding of AI-enabled quality monitoring and conversational analytics.
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Experience:Contact center operationsQuality assuranceContinuous improvementComplianceRisk managementSpeech analyticsAI-enabled qualityHighly regulated industries
Skills:CommunicationData interpretationStakeholder collaborationStorytellingContinuous improvement mindset
Languages:English
Tech Stack:Automated Quality Management (AQM)Speech analyticsAIConversational analyticsAutomationAnalyticsGenesys Cloud

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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