AI-Driven Manager, Contact Centre Quality & Improvement

Qantas Group; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Travel benefits for you and family

Rewards and discounts via partnerships

Wellbeing support and app access

Job summary

Qantas Group, based at Mascot Head Office, is seeking a Manager Business Improvement - Contact Centres to drive quality assurance, compliance and continuous improvement across the CC&R function and Global Contact Centres. This role focuses on leveraging data, insights and AI-enabled capabilities to identify risks, uncover trends and deliver measurable improvements in customer interactions.

You will partner with operational leaders to enhance end-to-end customer experiences, support informed

Qualifications

• 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 with the ability 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.

Responsibilities

• Lead CC&R Quality Assurance Program using data, insights and AI-enabled capabilities.
• Collaborate with operational leaders to deliver initiatives that improve customer experience and quality outcomes.
• Drive adoption of new digital AI technology to improve end-to-end quality and compliance.

Skills

Analytical skills

Project management

AI & automation

Stakeholder management

Communication & influencing

Quality assurance

Job description

Qantas Group, based at Mascot Head Office, is seeking a Manager Business Improvement - Contact Centres to drive quality assurance, compliance and continuous improvement across the CC&R function and Global Contact Centres. This role focuses on leveraging data, insights and AI-enabled capabilities to identify risks, uncover trends and deliver measurable improvements in customer interactions.

You will partner with operational leaders to enhance end-to-end customer experiences, support informed