Quality Assurance Officer

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

What’s in it for you;

Vibrant Workplace: Be part of a fun, supportive, and inclusive team environment where culture matters. Central Melbourne Location: Our office is conveniently located close to public transport, cafés, and local amenities, making your day smoother. Wellbeing First: Enjoy perks like employee discounts, health and wellness initiatives, 24/7 EAP support, and discounted health insurance. Recharge & Celebrate: Take an annual “Unplugged Day” to reset, and swap cultural holidays to celebrate the days that mean the most to you. Career Builder: Unlock opportunities to progress into support, leadership, or other roles that align with your career goals.

Working as a Quality Assurance Officer, you will be responsible for maintaining and elevating the standard of customer interactions across our contact centre team. Your role will involve assessing call quality, delivering constructive feedback, and collaborating closely with team leaders and trainers to identify coaching opportunities that enhance performance and customer outcomes.

What You’ll Be Doing;

Quality Champion: Listen to customer interactions and review case notes to assess performance against quality standards, policies, and procedures. Coaching Partner: Provide structured feedback to frontline agents and team leaders, supporting high performance and identifying training needs. Process Guardian: Identify trends in service delivery gaps and escalate issues to improve workflows, systems, and compliance. Reporting Specialist: Maintain quality evaluation records and contribute to regular reporting that drives strategic insight and operational decision-making. Collaboration Driver: Work closely with leaders, trainers, and compliance teams to ensure alignment on best practice and continuous improvement efforts. Customer Advocate: Champion the voice of the customer by recognising what great service looks like and helping to embed it across the business.

What You’ll Bring;

You might work in Quality Assurance now or have strong experience in contact centre operations and a keen eye for quality and performance. We’re looking for someone who understands what excellent call quality looks like and has the confidence to coach others toward it.

Sound judgement and attention to detail, with the ability to spot themes and trendsWorking knowledge of call centre operations, customer service standards, and complianceConfidence using quality evaluation tools and reporting platformsOrganisational skills and the ability to manage competing prioritiesStrong communication skills with the ability to give clear, constructive feedback

The Mindset You’ll Bring;

Service Quality Advocate: You’re passionate about improving service standards and ensuring every customer interaction counts. Constructive Communicator: You can deliver feedback that motivates, builds trust, and drives change. Analytical Thinker: You’re confident identifying patterns, understanding root causes, and making data-led recommendations. Continuous Improver: You’re always looking for ways to raise the bar and help others succeed.

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About Us;

Recoveriescorp is part of Symbos, a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 1,200+ professionals operate across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique ‘Glocal’ delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community. If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive.