AI-Driven Contact Centre Quality & Improvement Manager

Qantas; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Travel discounts

Rewards program

Wellbeing support

Job summary

Qantas is seeking a Manager Business Improvement - Contact Centres to lead the CC&R quality, compliance and continuous improvement strategy across our global contact centres. You will operate the Quality Assurance program, use data, insights and AI-enabled capabilities to identify risks and opportunities and drive measurable improvements.

This role sits at the intersection of customer experience and operational excellence, collaborating with leaders to deliver initiatives that improve outcomes,

Qualifications

• 7+ years in quality assurance, business improvement or customer experience within a complex contact centre environment.
• Strong analytical and problem-solving skills with ability to translate insights into actions.
• Experience leveraging AI, automation and customer service technologies.
• Experience driving continuous improvement initiatives with stakeholders to deliver customer-focused outcomes.
• Demonstrated project management skills; ability to manage multiple priorities.
• Experience driving business improvement, innovation and cultural change initiatives.
• Strong communication and influencing skills across diverse stakeholder groups.
• Experience using data and emerging capabilities to improve processes and outcomes.

Responsibilities

• Lead CC&R Quality Assurance Program across multiple contact centres.
• Use data, insights and AI-enabled capabilities to identify risks and opportunities.
• Partner with operational leaders to deliver initiatives that improve customer experience and quality outcomes.
• Drive adoption of new digital AI technology to enhance end-to-end quality and compliance.

Skills

7+ years experience

Analytical thinking

AI & Automation

Continuous improvement

Project management

Transformation

Communication & influence

Data-driven decision making

Customer operations

Tools

AI-enabled tech

Job description

Qantas is seeking a Manager Business Improvement - Contact Centres to lead the CC&R quality, compliance and continuous improvement strategy across our global contact centres. You will operate the Quality Assurance program, use data, insights and AI-enabled capabilities to identify risks and opportunities and drive measurable improvements.

This role sits at the intersection of customer experience and operational excellence, collaborating with leaders to deliver initiatives that improve outcomes,