Manager, Contact Centre Improvement & AI Quality

Qantas Group; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

Qantas Group is hiring a Manager Business Improvement - Contact Centres at our Mascot Head Office in Sydney. This permanent, full-time role leads quality assurance, governance and continuous improvement across CC&R, using data, insights and AI-enabled capabilities to lift customer outcomes.

You'll partner with operational leaders to deliver cross-channel initiatives, strengthen quality and compliance, and drive adoption of new digital AI technologies to improve end-to-end processes and

Qualifications

• 7+ years in quality assurance, business improvement or CX within a complex Contact Centre.
• Strong analytical skills; turn insights into actions.
• Experience leveraging AI, automation and CX tech.
• Drives continuous improvement with stakeholders.
• Proven project management across priorities.
• Leads business improvement, transformation and change.
• Strong communication and influencing abilities.
• Experience using data and emerging tech to improve processes.
• Experience in customer operations or service delivery.

Responsibilities

• Oversee CC&R Quality Assurance program and drive continuous improvement.
• Use data, insights and AI to identify risks and opportunities.
• Partner with operational leaders to enhance customer interactions across channels.
• Lead initiatives to improve quality outcomes and decision-making.
• Drive adoption of new digital AI technologies to improve end-to-end processes.

Skills

Quality assurance

Business improvement

Customer experience

Operational excellence

Project management

Stakeholder management

Tools

AI tools

Automation

Job description

Qantas Group is hiring a Manager Business Improvement - Contact Centres at our Mascot Head Office in Sydney. This permanent, full-time role leads quality assurance, governance and continuous improvement across CC&R, using data, insights and AI-enabled capabilities to lift customer outcomes.

You'll partner with operational leaders to deliver cross-channel initiatives, strengthen quality and compliance, and drive adoption of new digital AI technologies to improve end-to-end processes and