Quality & Insights Lead

We’re Jetstar. You may know us for our famous low fares, but did you also know that we’ve flown more than 400 million customers since we launched in Australia in 2004? In fact, each week we operate around 3,000 flights to nearly 40 destinations across Australia, New Zealand, Asia and the Pacific. We also operate a fleet of more than 80 aircraft, including state-of-the-art Airbus A320/21 NEO aircraft and the Airbus A320 family and Boeing 787-8s. Every day we enable more people to takeoff to more places, more often.

Impressive numbers? What's even more impressive is the team of extraordinary people taking off together day in day out, flight after flight.

Our people are the real jet stars!

Job Description

Lead a transformation program that will redefine quality assurance across Jetstar's contact centre operationsDrive customer experience improvements through automation, analytics and data-driven insightsPermanent, full-time opportunity based at our Docklands Head Office

Love travel and passionate about all things aviation? You’re in the right place. At Jetstar, you get to takeoff at work, and in life. As a team, we’re lucky we get to do both for a living – and we want you to be part of where we go next. Helping our teammates soar is what we’re all about. And with a new fleet of state-of-the-art aircraft, plus new routes being added, the sky’s the limit.

Takeoff with your next opportunity

As our Quality & Insights Lead, you'll play a pivotal role in embedding and evolving our Automated Quality Management (AQM) capability across contact centre operations, helping shape the future of quality assurance through AI, automation and data-driven decision making.

Reporting to the Contact Centre Training & Knowledge Manager, you'll lead the implementation, optimisation and ongoing maturity of our AQM framework, ensuring automated quality insights are embedded into everyday operational practices. Working closely with outsourced partners, operational leaders, training teams and key stakeholders, you'll translate complex quality data into actionable insights that improve customer experience, strengthen compliance, enhance coaching effectiveness and drive measurable business outcomes.

You'll oversee quality governance, calibration activities and performance frameworks, identify emerging trends, risks and opportunities, and use automation and analytics to influence continuous improvement initiatives across the customer care function. This is a unique opportunity to champion innovative quality practices and help deliver a more consistent, efficient and customer-centric experience.

We’re Searching For Someone Who

Demonstrated experience in Quality Assurance, Customer Experience, Contact Centre Operations, Compliance, Risk or Continuous Improvement.Experience leading or supporting quality transformation initiatives, including the implementation or optimisation of automated quality management, speech analytics or AI-enabled quality solutions.Strong analytical capability with the ability to interpret complex data, identify trends and translate insights into actionable business outcomes.Experience designing and embedding quality frameworks, governance processes, performance scorecards and continuous improvement programs.Knowledge of, or experience working with, Genesys Cloud or similar contact centre platforms.Understanding of AI-enabled quality monitoring, conversational analytics and automation technologies, and their application to improve customer and operational outcomes.Proven ability to influence and collaborate across multiple stakeholder groups, including operational leaders, vendors and senior business partners.Strong communication and storytelling skills, with the ability to present insights in a meaningful and engaging way.A passion for leveraging technology, automation and data to improve customer and business outcomes.A continuous improvement mindset, with the ability to thrive in fast-paced and evolving environments.Experience within aviation, customer operations or other highly regulated industries will be highly regarded.

Your Life At Jetstar Is Unlike Any Other

Takeoff professionally: Dip your toes into something new. Stopover in another role. Move up quicker. At Jetstar, you’ve got the opportunities to grow and elevate your career.Standby for adventure: Your partner. Your kids. You can all takeoff more and enjoy our famous Jetstar discount across the Qantas Group and our partner network.Make work feel like a holiday: Join a fun, driven team where work feels like a holiday. Our people take every opportunity to takeoff together and find ways to help their teammates soar.

There’s a place for everyone at Jetstar: For us, travel and meeting new people go hand in hand. We invite our people to get involved in various Employee Network Groups that play an important role in creating our inclusive and supportive culture that we are fiercely proud of. We believe that teams with a diversity of ideas and experiences are more creative, innovative and solve problems quickly. We welcome applications from anyone who wants to takeoff with us. If you have support or access requirements, just reach out and let us know what you need.

We can’t wait to hear from you. Apply by Monday, 24 August 2026.