Uplifting candidate experience for a classic Australian consumer brand

As one of Australia’s most well-known consumer brands, Qantas is flooded with applicants for cabin crew, customer service and ground crew roles every year.

There’s also a strong likelihood that every candidate will also be a customer at some point. Qantas needed to extend to candidates the same warm welcome they show to their customers.

The Problem

A lacklustre hiring process

Barriers to providing the welcome they wanted to extend to all their candidates included:

• Video-based interviews weren’t delivering on Qantas’ values (for example, Together and Genuine)
  
• Too many CVs to read every one
  
• CVs weren’t capturing applicants’ suitability for jobs
  
• No choice but to ghost candidates

The solution

A friendly AI chat that sees soft skills — not age, gender or ethnicity

What candidates get

Every Qantas candidate now gets the opportunity for a first interview, over chat. Sapia.ai scores their responses to the questions, giving everyone the same experience and a fair crack at success.

Candidates love it because it feels like chatting to a friend on a mobile, meaning they can relax and be themselves. After the interview, every candidate receives personalised feedback.

What hiring managers get

Scores from the chat interviews are presented in real time in Qantas’ applicant tracking software SmartRecruiters, allowing them to see how candidates score on the traits that are crucial to success at the leading airline.

They get handed a shortlist of candidates that’s been selected without human bias, and a profile for every candidate that details their soft skills and suitability for the role.

The outcome

Happier candidates, more suitable hires.

Candidates would recommend Qantas’s services to others based on their interview experience.

“We care deeply about two things when it comes to hiring. Firstly, diversity and inclusivity, and secondly the experience of everyone who comes into contact with the Qantas brand. Our goal is to treat every candidate like we would a customer.” – Michael Eizenberg, Head of Qantas Group Talent, Digital & Analytics

Qantas has accelerated its ability to find the people who belong with its brand. By giving everyone a chance at an interview and removing bias from the selection process, they’ve massively boosted both the diversity and suitability of their hires.

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