Manager, Contact Centre Quality & AI-Driven Improvement

Qantas Group; Sydney; On-site; AUD 140,000 - 210,000; Full time

Benefits offered by this job

Travel discounts

Rewards program

Wellbeing app

Job summary

Qantas Group is seeking a Manager Business Improvement - Contact Centres to lead the CC&R QA program, shaping quality and compliant customer interactions across the global contact centres. You will drive data-driven improvements using AI-enabled capabilities and collaborate with operational leaders to deliver impactful initiatives.

Based at the Mascot Head Office, you will influence process change, deliver continuous improvement, and support informed decision-making to enhance the customer

Qualifications

• 7+ years’ experience in quality assurance or business improvement within a complex contact centre environment.
• Strong analytical and problem-solving skills with ability to translate insights into actionable recommendations.
• Experience leveraging AI, automation and customer service technologies.
• Proven ability to drive continuous improvement initiatives and partner with stakeholders.
• Demonstrated project management skills and ability to manage multiple priorities.
• Excellent communication and influencing skills across diverse stakeholder groups.

Responsibilities

• Lead the CC&R Quality Assurance Program and drive the improvement strategy.
• Utilise data, insights and AI-enabled capabilities to identify risks and opportunities.
• Partner with operational leaders to deliver customer-focused initiatives that raise quality outcomes.
• Influence decisions and shape the future of CC&R with process optimisation and digital adoption.

Skills

Quality assurance

Data analysis

AI & automation

Stakeholder management

Project management

Communication

Job description

Qantas Group is seeking a Manager Business Improvement - Contact Centres to lead the CC&R QA program, shaping quality and compliant customer interactions across the global contact centres. You will drive data-driven improvements using AI-enabled capabilities and collaborate with operational leaders to deliver impactful initiatives.

Based at the Mascot Head Office, you will influence process change, deliver continuous improvement, and support informed decision-making to enhance the customer