Manager, Business Improvement - Contact Centres

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

Lead the CC&R Quality Assurance Program across Qantas’ global contact centres, using data, insights and AI-enabled capabilities to identify risks, uncover trends and drive continuous improvement. Partner with operational leaders and stakeholders in a multi-channel customer environment to improve customer experience, quality outcomes and decision-making. Manage quality and assurance programs, support innovation and performance optimisation, and drive adoption of new digital AI technology across end-to-end compliance practices.

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Qantas Airways
Qantas Airways
4 days ago

Manager, Business Improvement - Contact Centres

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

Job Summary

Lead the CC&R Quality Assurance Program across Qantas’ global contact centres, using data, insights and AI-enabled capabilities to identify risks, uncover trends and drive continuous improvement. Partner with operational leaders and stakeholders in a multi-channel customer environment to improve customer experience, quality outcomes and decision-making. Manage quality and assurance programs, support innovation and performance optimisation, and drive adoption of new digital AI technology across end-to-end 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 using data, insights and AI-enabled capabilities to identify risks, opportunities and trends
  • •Partner with operational leaders and stakeholders across a multi-channel customer environment to deliver improvement initiatives
  • •Uplift quality and compliance across a large-scale customer service operation, including global contact centres
  • •Manage quality and assurance programs and support innovation, performance optimisation and continuous improvement
  • •Drive adoption of new digital AI technology to improve end-to-end quality and compliance practices

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
  • •Experience driving continuous improvement initiatives and partnering with stakeholders to deliver customer-focused outcomes
  • •Demonstrated project management skills, able to manage multiple priorities
Experience:Contact centresCustomer experienceOperational excellenceQuality assurance
Skills:Analytical thinkingProblem-solvingCommunicationStakeholder managementContinuous improvement
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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