Quality Assurance Analyst

Symbos; Manila; Remote; PHP 300,000 - 420,000; Full time

Job summary

Symbos is seeking a detail-oriented Quality Analyst to support QA activities across customer-facing operations in our Australian network. You will evaluate interactions, identify trends and provide evidence-based feedback to drive continuous improvement.

The role suits someone with 1-3 years in contact centres or BPO, strong analytical skills, Excel proficiency and the ability to collaborate with operations and training teams.

Qualifications

• 1-3 years of experience in a contact centre, BPO or customer operations environment.
• Previous Quality Analyst experience or exposure to 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 Microsoft Excel including formulas, filters and basic data analysis.
• Understanding of customer experience, compliance and operational metrics.
• Ability to work Australian or operational shift schedules when required.
• Ability to build positive stakeholder relationships while maintaining audit integrity.

Responsibilities

• Conduct quality evaluations accurately and within required timelines.
• Apply quality standards, audit frameworks and scoring methodologies consistently.
• 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.

Skills

Quality Assurance

Data Analysis

Root Cause Analysis

Quality Auditing

Documentation

Education

Bachelor's degree

Tools

Excel

Job description

Join Symbos and be part of a team that's redefining excellence in business process outsourcing across Australia, New Zealand, and Fiji.

At Symbos, we help organisations deliver exceptional customer experiences through the right combination of people, process and technology. Our teams support a diverse range of industries across Australia and beyond, providing opportunities to grow your career in a collaborative and people-focused environment.

About The Client

Our client is a leading Australian provider of parking and mobility solutions, supporting customer interactions across a large operational network. As part of a growing support team, you'll play an important role in ensuring quality, compliance and customer experience standards are consistently achieved.

The Opportunity

We're looking for a detail-oriented Quality Analyst to support quality assurance activities across customer-facing operations. In this role, you'll evaluate interactions and operational outputs, identify trends and improvement opportunities, provide evidence-based feedback and partner with operational stakeholders to drive continuous improvement.

This is an excellent opportunity for someone with a background in Quality Assurance, Operations or customer service who enjoys analysing performance, identifying root causes and contributing to better customer outcomes.

What Sets This Role Apart

• Opportunity to influence customer experience and operational performance
• Exposure to quality governance, calibration and continuous improvement initiatives
• Work closely with Operations, Training and leadership teams
• Develop expertise in quality analysis, reporting and root-cause investigation
• Be part of a growing and supportive team environment

Key Responsibilities

• Conduct quality evaluations accurately and within required timelines
• Apply quality standards, audit frameworks and scoring methodologies consistently
• 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

What We're Looking For

• 1-3 years of experience in a contact centre, BPO or customer operations environment
• Previous Quality Analyst experience or exposure to 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 Microsoft Excel including formulas, filters and basic data analysis
• Understanding of customer experience, compliance and operational metrics
• Ability to work Australian or operational shift schedules when required
• Ability to build positive stakeholder relationships while maintaining audit integrity

Nice to Have

• Prior experience in a Quality Assurance role within a contact centre or BPO environment
• Experience participating in calibration exercises
• Exposure to quality reporting, dashboards or data analysis
• Experience conducting root-cause analysis and identifying performance trends
• Bachelor's degree or relevant equivalent experience

Who This Role Suits

This role is ideal for someone who enjoys reviewing interactions, analysing data and identifying opportunities for improvement. You'll thrive if you're naturally detail-oriented, objective in your decision-making and comfortable working with multiple stakeholders to improve performance and customer outcomes.

Application Process

If you're passionate about quality, customer experience and continuous improvement, we'd love to hear from you.