Quality Assurance Agent

Probe CX; City of Melbourne; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work model

Full training provided

Supportive team environment

Job summary

Probe CX is seeking a QA Agent to audit customer interactions across calls, live chat, and email, ensuring accuracy and brand consistency while adhering to regulatory guidelines. You will analyze feedback, report trends, and support continuous improvement through calibration sessions with leaders and clients in a hybrid setup.

The role requires Australian citizenship and full-time onsite training in Melbourne CBD, with a proactive, detail-oriented mindset.

Qualifications

• Australian citizenship is mandatory.
• Must pass National Criminal History Police Check prior to placement.
• Attend full-time onsite training in Melbourne CBD for 5 days a week during the initial training period.
• Excellent attention to detail and strong analytical and communication skills.
• Ability to work autonomously and meet KPIs.

Responsibilities

• Review, score, and assess daily customer interactions across call, chat, and email channels against our Quality Framework and project SLAs.
• Administer quality reporting, track performance trends across channels, and deliver actionable insights to management and clients.
• Prepare and facilitate calibration sessions with internal leadership and external clients, while providing prompt feedback to Team Leaders and Operations Managers.
• Strictly adhere to regulatory, compliance, and security policies, ensuring zero breaches and identifying potential risks.
• Maintain up-to-date knowledge of campaign processes, product offerings, and compliance guidelines.

Skills

Attention to detail

Analytical skills

Written communication

Verbal communication

Self-motivation

Tools

Reporting tools

CRM tools

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

As a QA Agent, your primary focus is to audit customer interactions across multiple communication channels (calls, live chat, and email) as well as back-office transactions. You will ensure exceptional accuracy, brand consistency, and adherence to regulatory guidelines, acting as a key contributor to operational excellence by identifying trends and providing constructive feedback.

Key Responsibilities

• Review, score, and assess daily customer interactions across call, chat, and email channels, as well as back-office tasks, against our Quality Framework and project SLAs.
• Administer quality reporting, track performance trends across channels, and deliver actionable insights to management and clients.
• Prepare and facilitate calibration sessions with internal leadership and external clients, while providing prompt feedback to Team Leaders and Operations Managers.
• Strictly adhere to regulatory, compliance, and security policies, ensuring zero breaches and identifying potential risks.
• Maintain up-to-date knowledge of campaign processes, product offerings, and compliance guidelines.

About You & Key Requirements

• Australian Citizenship (mandatory).
• Commitment to undergo a National Criminal History Police Check prior to placement.
• Ability to attend full-time onsite training in the Melbourne CBD office 5 days a week during the initial training period.
• Exceptional attention to detail and strong analytical skills across spoken and written communication.
• Excellent written and verbal communication (strong grasp of written tone and grammar for chat and email reviews).
• Ability to work autonomously, manage deadlines, and meet key performance indicators (KPIs).
• Basic reporting skills and familiarity with reporting tools.
• Positive attitude—eager to learn, proactive, and team-oriented.
• Sound understanding of customer service processes, complaints handling, or compliance policies is a plus.

Why Apply?

• Hybrid Flexibility: Work 3 days in our modern Melbourne CBD office for team collaboration and 2 days WFH.
• Full Training Provided: Excellent entry point into quality management and operational compliance for candidates from analytical backgrounds.
• Be part of a supportive team that values quality, continuous development, and clear feedback loops.

About Probe CX

Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.

Need adjustments for accessibility needs throughout our recruitment process - please let us know.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

Join us in Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.