Quality Specialist Collections

Symbos is an Australian-founded business delivering customer experience and operational solutions at global scale. We partner with organisations to build capable offshore teams that combine people empathy and technology. We are hiring a Quality Analyst to support customer account operations for a leading Australian utilities and essential services provider.

Our client is a leading Australian provider of electricity gas internet and mobile services. This role supports customer account activity with a focus on compliant empathetic and service-oriented collections and account resolution.

As a Quality Analyst you will monitor evaluate and improve the quality compliance and customer experience outcomes of a collections operation. You will review customer interactions account handling and case documentation against agreed standards then provide practical insights to support coaching and continuous improvement.

This role gives you the opportunity to influence frontline performance without being on the phones full time. You will help protect customer experience identify process gaps support calibration and ensure quality findings translate into clear coaching and operational action.

• Review calls case notes customer interactions and account actions against quality frameworks.
• Assess accuracy professionalism documentation quality customer experience and adherence to process.
• 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 and Operations to support coaching calibration and continuous improvement.
• Escalate potential compliance breaches complaints disputes or vulnerable customer concerns as required.

• 2 to 4 years of experience in quality assurance collections customer service recoveries 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 risk compliance matters and escalation triggers.

• Experience supporting Australian customers clients or customer operations.
• At least 1 year in a Quality Analyst Quality Specialist Senior Agent or compliance monitoring role.
• Experience in a BPO shared services utilities banking lending or telecommunications environment.
• Exposure to SAP CRM case management quality monitoring scorecards call recording dashboards or reporting tools.

This role suits someone who is objective detail-oriented and comfortable reviewing customer interactions with fairness and consistency. You will enjoy this role if you like turning observations into useful coaching insights and helping teams improve quality compliance and customer outcomes.