Quality Analyst – Roadside Support & Compliance

Symbos; Manila; Hybrid; PHP 360,000 - 480,000; Full time

Job summary

Symbos is seeking a Quality Analyst to support a 24/7 emergency roadside assistance account. You will monitor calls, reviews, and case documentation to ensure accuracy, empathy and compliance, providing actionable insights to coaching and calibration teams.

In this role you will identify quality trends, escalation needs and coaching opportunities, partnering with Operations, Training and Team Leaders to drive continuous improvement in customer experience during urgent roadside situations.

Qualifications

• 2 to 4 years of experience in quality assurance, customer service, roadside assistance, dispatch or contact centre operations.
• Experience reviewing customer interactions, completing scorecards or providing coaching insights.
• Strong analytical, investigative and evidence-based assessment skills.
• Clear written and verbal communication skills, with the ability to provide constructive feedback.
• Sound judgement when assessing customer experience, compliance matters and escalation triggers.
• Ability to understand urgent roadside assistance scenarios, customer distress and process accuracy.
• Willingness to work onsite for the first 20 days of training
• Ability to work independently in a remote work ennvironment

Responsibilities

• Monitor calls, case notes, service actions and customer interactions against quality frameworks.
• Assess accuracy, empathy, professionalism, location capture, policy coverage, service-provider coordination, documentation and adherence to workflow.
• Complete quality scorecards consistently and provide clear evidence for evaluation outcomes.
• Identify quality trends, compliance risks, process gaps and coaching opportunities.
• Share insights with Team Leaders, Training and Operations to support coaching, calibration and continuous improvement.
• Escalate potential compliance breaches, complaints, safety concerns, process deviations or customer experience risks as required.
• Support quality calibration sessions and help translate findings into action plans.

Skills

Analytical skills

Investigation

Evidence-based assessment

Written & verbal communication

Judgement

Roadside assistance knowledge

Remote work adaptability

Onsite training willingness

Tools

CRM

Case management

Quality monitoring

Scorecards

Call recording

Dashboards

Reporting tools

Job description

Symbos is seeking a Quality Analyst to support a 24/7 emergency roadside assistance account. You will monitor calls, reviews, and case documentation to ensure accuracy, empathy and compliance, providing actionable insights to coaching and calibration teams.

In this role you will identify quality trends, escalation needs and coaching opportunities, partnering with Operations, Training and Team Leaders to drive continuous improvement in customer experience during urgent roadside situations.