Manager, Business Improvement - Contact Centres

Qantas Airways; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Travel benefits

Discounts and rewards program

Wellbeing and health programs

Job summary

Qantas Airways is seeking a Manager Business Improvement for Contact Centres at our Mascot Head Office. The role focuses on leading the CC&R Quality Assurance Program, using data, insights and AI-enabled capabilities to identify risks and opportunities, and drive continuous improvement across a multi-channel contact centre environment.

You will partner with operational leaders to deliver customer-focused outcomes, influence decisions and drive transformation, including adoption of new digital AI

Qualifications

• 7+ years’ experience in quality assurance, business improvement, customer experience or operational excellence within a complex Contact Centre environment.

Responsibilities

• Own and operate the CC&R Quality Assurance Program.
• Use data, insights and AI-enabled capabilities to identify risks and opportunities.
• Drive continuous improvement across multi-channel customer interactions.
• Partner with operational leaders to deliver initiatives that improve customer experience and quality outcomes.
• Lead adoption of new digital AI technology to improve end-to-end quality and compliance.

Skills

Quality assurance

Business improvement

Customer experience

Operational excellence

Contact Centre

Analytical thinking

Stakeholder influence

Tools

AI-enabled capabilities

Automation

Data analytics tools

Job description

• Leverage data, insights and AI to enhance customer outcomes
• Uplift quality & compliance across a large-scale operation
• Permanent opportunity based at our Mascot Head Office

Our Customer Care & Recovery (CC&R) team plays a critical role in supporting customers through disruptions, advocacy cases, and service interactions. We're looking for a Manager Business Improvement - Contact Centres to drive the quality, compliance and continuous improvement strategy that underpins every customer interaction across the function, including our Global Contact Centres.

As the Manager Business Improvement, you'll be integral to operating the CC&R Quality Assurance Program, using data, insights and AI-enabled capabilities to identify risks and opportunities, uncover trends and drive continuous improvement. Working across a multi-channel customer environment, you'll partner closely with operational leaders and stakeholders to deliver initiatives that improve the customer experience, strengthen quality outcomes and support informed decision-making.

This highly collaborative role sits at the intersection of customer experience, quality assurance and operational excellence. You'll uncover opportunities through data and analytics, influence business decisions and deliver improvement initiatives that create measurable impact. From managing quality and assurance programs to supporting innovation and performance optimisation, and emerging technologies, you'll play a key role in shaping the future of CC&R. You’ll also drive the adoption of new digital AI technology to improve the end-to-end quality & compliance practices.

You’ll have:

• 7+ years’ experience in quality assurance, business improvement, customer experience or operational excellence within a complex environment 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
• Demonstrated project management skills and the ability to manage multiple priorities.
• Experience driving business improvement, innovation, transformation and cultural change initiatives.
• Strong communication and influencing skills, with the ability to build effective relationships across a diverse stakeholder group.
• Experience using data, technology and emerging capabilities to improve processes, performance and customer outcomes.
• Experience within customer operations or service delivery environments.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on-the-job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

Qantas employees also get to enjoy an amazing benefits program including:

• Travel: Enjoy heavily discounted air travel within Australia and across the globe - both for you and your family and friends - as well as exclusive deals on accommodation and holidays.
• Access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We’ll also support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer, so by coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply.

Applications close Sunday, 20 September 2026.

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.