Manager, Contact Centre Quality & AI Improvement

Qantas Airways

Sydney

Hybrid

AUD 140,000 - 190,000

Full time

5 days ago

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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

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

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