Customer Experience Quality Analyst – Continuous Improvement

SYmbosim; Philippines; Presencial; PHP 240.000 - 420.000; Jornada completa

Descripción de la vacante

Symbos is recruiting a detail-oriented Quality Analyst to support QA activities across customer-facing operations for clients in Australia, New Zealand, and Fiji. You will evaluate interactions, identify trends, and provide feedback to drive continuous improvement.

This role suits someone with QA, operations or customer service background who enjoys data analysis, root-cause investigation and improving customer outcomes. Strong Excel skills are valuable.

Formación

• 1–3 years of experience in a contact centre, BPO or customer operations environment.
• Experience in quality auditing, evaluations or performance reviews.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and documentation accuracy.
• Ability to provide objective, evidence-based feedback.
• Strong written and verbal communication skills.
• Working knowledge of Excel for data analysis.

Responsabilidades

• Conduct quality evaluations accurately and within required timelines.
• Apply quality standards, audit frameworks and scoring methodologies.
• Document objective findings and assessment evidence.
• Provide actionable feedback to support performance improvement.
• Participate in calibration sessions and quality governance activities.
• Analyse quality results to identify recurring trends and root causes.
• Escalate compliance risks and operational issues where appropriate.
• Maintain audit records, quality trackers and reporting documentation.
• Support quality improvement initiatives, audits and special projects.
• Prepare and contribute to quality reporting and insights for stakeholders.

Conocimientos

Analytical thinking

Problem-solving

Written and verbal communication

Attention to detail

Stakeholder management

Quality assurance mindset

Educación

Bachelor's degree or equivalent

Herramientas

Microsoft Excel

Descripción del empleo

Symbos is recruiting a detail-oriented Quality Analyst to support QA activities across customer-facing operations for clients in Australia, New Zealand, and Fiji. You will evaluate interactions, identify trends, and provide feedback to drive continuous improvement.

This role suits someone with QA, operations or customer service background who enjoys data analysis, root-cause investigation and improving customer outcomes. Strong Excel skills are valuable.