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 elevate 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 recognizing 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 trends
* Working knowledge of call centre operations, customer service standards, and compliance
* Confidence using quality evaluation tools and reporting platforms
* Organisation skills and the ability to manage competing priorities
* Strong 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.
Apply today or reach out to talent@recoveriescorp.com.au for more information.
We are a Circle Back Initiative Employer - we commit to respond to every applicant.
About Us;
Symbos is a dynamic and fast-paced group of businesses, committed to delivering service excellence across contact centre operations, legal services, software solutions, and customer engagement. Our group includes brands Recoveriescorp, Symbos CX, Mason Black + Mendelsons Lawyers, and Sourcewiser. With a strong focus on compliance, innovation, and collaboration, we deliver tailored solutions across a range of industries to meet our clients' unique needs. We believe in the power of great people and are proud to work with talented professionals who drive our success.
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.
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