Manager, Contact Centre Improvement & AI Quality

Qantas Airways; Sydney; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Travel benefits

Discounts & rewards

Wellbeing support

Job summary

Qantas Airways in Mascot is seeking a Manager, Business Improvement - Contact Centres to lead the quality assurance program across CC&R, using data, insights and AI to identify risks and opportunities.

You will partner with operational leaders to deliver continuous improvements, drive adoption of new digital AI technologies and strengthen customer outcomes across multi‑channel contact centres.

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
• 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.

Responsibilities

• Drive the quality assurance program across CC&R and multi‑channel operations.
• Lead initiatives that use data, insights and AI to identify risks and opportunities for improvement.
• Collaborate with operational leaders to deliver improvements that enhance customer experience and outcomes.
• Support adoption of new digital AI technology to improve end‑to‑end quality and compliance.

Skills

Quality Assurance

Business Improvement

Customer Experience

Operational Excellence

Analytical Skills

AI / Automation

Stakeholder Management

Project Management

Communication

Tools

AI technology

Job description

Qantas Airways in Mascot is seeking a Manager, Business Improvement - Contact Centres to lead the quality assurance program across CC&R, using data, insights and AI to identify risks and opportunities.

You will partner with operational leaders to deliver continuous improvements, drive adoption of new digital AI technologies and strengthen customer outcomes across multi‑channel contact centres.