Manager, Business Improvement – Contact Centres & AI Insights

Qantasgroup; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Travel discounts

Rewards program discounts

Wellbeing support

Job summary

Qantas is seeking a Manager Business Improvement - Contact Centres to lead the CC&R Quality Assurance Program at our Mascot Head Office. You will use data, insights and AI-enabled capabilities to identify risks, trends and opportunities that improve customer experience and compliance across a large-scale operation.

You will collaborate with operational leaders to deploy continuous improvement initiatives, drive cultural change, and ensure end-to-end quality across multi-channel interactions.

Qualifications

• 7+ years' experience in quality assurance, business improvement or operational excellence within a complex Contact Centre environment.
• Strong analytical and problem-solving skills; able 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 ability to manage multiple priorities.
• Experience driving transformation initiatives and cultural change across large teams.
• Strong communication and influencing skills to build relationships across diverse stakeholders.
• Experience using data and technology to improve processes and customer outcomes.

Responsibilities

• Oversee the CC&R Quality Assurance Program and drive the improvement strategy across multi-channel contact centres.
• Leverage data, insights and AI-enabled capabilities to identify risks, trends and opportunities for measurable impact.
• Partner with operational leaders to deliver initiatives that improve customer experience and quality outcomes.
• Lead adoption of new digital AI technology to enhance end-to-end quality and compliance practices.
• Manage multiple improvement projects, coordinating with stakeholders and cross-functional teams.

Skills

Quality assurance

Business improvement

Data analytics

AI adoption

Stakeholder engagement

Project management

Change management

Communication

Job description

Qantas is seeking a Manager Business Improvement - Contact Centres to lead the CC&R Quality Assurance Program at our Mascot Head Office. You will use data, insights and AI-enabled capabilities to identify risks, trends and opportunities that improve customer experience and compliance across a large-scale operation.

You will collaborate with operational leaders to deploy continuous improvement initiatives, drive cultural change, and ensure end-to-end quality across multi-channel interactions.