Careers at Symbos

At Symbos, we create connected experiences through the perfect blend of people, technology and innovation. We partner with leading organisations across Australia and beyond, helping them deliver exceptional customer and operational outcomes through high-performing global teams.

Our culture is built on trust, growth and meaningful work, creating opportunities for our people to develop their skills while making a real impact.

About the Client

Our client is a leading organisation operating within the energy and customer services sector, supporting millions of customers across Australia. With a strong commitment to customer experience, operational excellence and regulatory compliance, they continue to invest in quality, innovation and continuous improvement.

The Opportunity

We're seeking a Quality Assurance & Compliance Officer to help safeguard the quality, integrity and compliance of customer interactions across customer operations.

Working closely with internal teams and operational partners, you'll play a key role in monitoring quality performance, identifying compliance risks, driving continuous improvement initiatives and ensuring customer interactions meet both regulatory and operational standards.

What Sets This Role Apart

• Direct influence on customer experience and operational quality outcomes
• Opportunity to partner with both local and offshore operations
• Exposure to compliance, governance and assurance functions
• Play a key role in shaping quality frameworks and continuous improvement initiatives
• Join a business committed to operational excellence and customer advocacy

Key Responsibilities

• Conduct quality assurance reviews across customer interactions and operational processes
• Monitor compliance with internal policies, regulatory requirements and quality standards
• Analyse quality trends, risks and performance data
• Support the implementation and continuous improvement of quality assurance frameworks
• Prepare reporting and insights for stakeholders and leadership teams
• Identify opportunities to improve customer experience and operational effectiveness
• Support governance and compliance reporting activities
• Partner with operational teams to drive corrective actions and improvement plans
• Assist with training, coaching and awareness initiatives relating to quality and compliance
• Work with internal and external stakeholders to maintain quality and service standards

What We're Looking For

• Minimum 2 years of experience in quality assurance, compliance, contact centre operations or related fields
• Experience conducting call quality reviews and performance assessments
• Strong analytical and reporting skills
• Excellent written and verbal communication skills
• Ability to identify trends, risks and opportunities through data analysis
• Strong stakeholder engagement and influencing capability
• High attention to detail and commitment to quality standards
• Experience using CRM and contact centre platforms such as Salesforce or Genesys

Nice to Have

• Experience working within regulated industries
• Exposure to compliance frameworks and risk management practices
• Experience supporting offshore contact centre operations
• Experience developing quality scorecards, monitoring programs or quality frameworks
• Knowledge of audit, assurance or governance processes

Who This Role Suits

This role is ideal for someone who enjoys balancing operational detail with big-picture thinking. You'll be successful if you're passionate about quality, continuous improvement and customer outcomes, and enjoy partnering with stakeholders to drive positive change.

Application Process

If you're ready to build your career in quality assurance and compliance while working in a collaborative, growth-focused environment, we'd love to hear from you.

Apply today and become part of a team committed to delivering quality, compliance and exceptional customer experiences.