Careers at Symbos

Working 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 trends
• Working knowledge of call centre operations, customer service standards, and compliance
• Confidence using quality evaluation tools and reporting platforms
• Organisational 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.

Why You’ll Love This Role;

• Elevate Standards: Make a meaningful impact by shaping the quality of service customers receive every day.
• Work with Purpose: Contribute to a team that values integrity, customer care, and doing things right the first time.
• Build Capability: Be part of a culture that supports professional growth and continuous development.
• Collaborate Widely: Work cross-functionally and gain exposure to different parts of the business.

What’s in it for you;

Working at Recoveriescorp, you will have access to employee discounts, income protection insurance, 24/7 EAP support, discounted health insurance + health and wellness initiatives, an annual unplugged day to support your wellbeing and cultural holiday swap to celebrate the days that mean the most to you.

To ensure your development you will have access to learning & development programs. You may also have the opportunity to progress your career into support and leadership roles or other roles across the organisation that suit your desired career path.

Apply Now! For a confidential discussion reach out to Talent@symbos.com.au

About Us;

Recoveriescorp, part of the Symbos group, has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we’re pleased to see our people live this mission everyday!

We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.

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.