Quality Assurance Analyst — Elevate Customer Experience

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

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.