Careers at Symbos

Symbos is an Australian-founded business delivering customer experience, creative, and operational solutions at global scale. We partner with organisations to build connected, high performing teams that combine human insight with technology.

Our approach is grounded in operational excellence, continuous improvement, and a people-first culture. We focus on creating environments where teams can do meaningful work, grow their capability, and deliver consistent outcomes for clients.

About the Client

Our client is a leading Australia-based organisation operating in the logistics, freight, and supply chain sector. They support businesses through technology-enabled delivery solutions and large-scale operational networks, helping customers manage critical logistics and service requirements across diverse industries.

The Opportunity

We are partnering with our client to hire a Quality Specialist to support service excellence across customer and operational support functions.

This role is focused on quality monitoring, performance analysis, feedback, and continuous improvement. You will play an important role in ensuring teams deliver accurate, consistent, and customer-focused outcomes while identifying opportunities to improve quality standards, processes, and overall service performance.

What Sets This Role Apart

• Opportunity to work within a large-scale and fast-paced operational environment
• Exposure to customer service, operations, and quality improvement initiatives
• Collaborative role working closely with leaders and stakeholders
• Opportunity to influence service quality and customer outcomes
• Strong focus on continuous improvement and operational excellence
• Career development opportunities within a growing global organisation

Key Responsibilities

Quality Monitoring & Evaluation

• Review customer interactions, transactions, and operational outputs against quality standards and process requirements
• Conduct quality audits and evaluations accurately and consistently
• Identify recurring errors, compliance gaps, service risks, and customer experience improvement opportunities

Feedback, Coaching & Calibration

• Provide clear, constructive, and timely feedback to support improved performance
• Participate in calibration sessions to ensure consistency in quality assessments
• Support coaching efforts by providing root-cause insights and improvement recommendations

Reporting & Continuous Improvement

• Prepare quality reports, trend analyses, and performance summaries
• Identify performance patterns, risks, and improvement opportunities
• Recommend enhancements to quality frameworks, knowledge resources, and workflows
• Support the implementation and tracking of improvement initiatives

Process Compliance & Documentation

• Maintain accurate quality records, audit notes, and supporting documentation
• Support compliance with operational procedures, privacy requirements, and data handling standards
• Ensure quality processes are aligned with client and organisational expectations

Continuous Learning & Adaptability

• Stay current with industry trends, tools, and best practices
• Adapt to evolving business requirements and operational priorities

What We're Looking For

Core Requirements

• Minimum 2 years' experience in quality assurance, customer operations, contact centre quality, logistics support, or a similar role
• Experience conducting audits, evaluations, or quality reviews
• Experience preparing quality reports and analysing performance trends
• Strong attention to detail and commitment to accuracy
• Excellent written and verbal communication skills
• Ability to apply quality standards consistently and objectively
• Strong analytical and problem-solving skills
• Confidence providing constructive feedback in a professional and supportive manner
• Strong stakeholder management and collaboration skills
• Ability to manage competing priorities and deadlines
• Experience using Microsoft Office and exposure to CRM systems, ticketing platforms, quality monitoring tools, or reporting dashboards

Nice to Have

• Experience within logistics, freight, transport, or supply chain environments
• Exposure to customer service or contact centre operations
• Quality assurance or process improvement training
• Experience supporting operational improvement or compliance programmes

Who This Role Suits

• A detail-oriented professional who enjoys analysing performance and identifying trends
• Someone who can balance quality standards with operational practicality
• A collaborative team player who works effectively with stakeholders
• An individual who is comfortable providing feedback and supporting performance improvement
• A continuous improvement advocate who looks for ways to enhance customer and operational outcomes

What to Expect

• Opportunity to work with a leading Australian organisation
• Exposure to large-scale customer and operational support environments
• Collaborative and supportive team culture
• Professional development and growth opportunities
• A role where your insights directly contribute to service and operational excellence

Application Process

If this opportunity aligns with your experience and career goals, we encourage you to apply.

As part of our selection process, shortlisted candidates may be asked to complete a skills-based assessment designed to evaluate their quality assurance capabilities, analytical thinking, reporting skills, and approach to continuous improvement.

Apply now and join a team committed to delivering quality, consistency, and exceptional customer outcomes.