Symbos is an Australian-founded business delivering customer experience creative and operational solutions at global scale. We partner with organisations to build connected high performing teams that combine human insight with technology.
Our approach is grounded in operational excellence continuous improvement and a people-first culture. We focus on creating environments where teams can do meaningful work grow their capability and deliver consistent outcomes for clients.
About the Client
Our client is a leading Australia-based organisation operating in the logistics freight and supply chain sector. They support businesses through technology-enabled delivery solutions and large-scale operational networks helping customers manage critical logistics and service requirements across diverse industries.
The Opportunity
We are partnering with our client to hire a Quality Specialist to support service excellence across customer and operational support functions.
This role is focused on quality monitoring performance analysis feedback and continuous improvement. You will play an important role in ensuring teams deliver accurate consistent and customer-focused outcomes while identifying opportunities to improve quality standards processes and overall service performance.
What Sets This Role Apart
- Opportunity to work within a large-scale and fast-paced operational environment
- Exposure to customer service operations and quality improvement initiatives
- Collaborative role working closely with leaders and stakeholders
- Opportunity to influence service quality and customer outcomes
- Strong focus on continuous improvement and operational excellence
- Career development opportunities within a growing global organisation
Key Responsibilities
Quality Monitoring & Evaluation
- Review customer interactions transactions and operational outputs against quality standards and process requirements
- Conduct quality audits and evaluations accurately and consistently
- Identify recurring errors compliance gaps service risks and customer experience improvement opportunities
Feedback Coaching & Calibration
- Provide clear constructive and timely feedback to support improved performance
- Participate in calibration sessions to ensure consistency in quality assessments
- Support coaching efforts by providing root-cause insights and improvement recommendations
Reporting & Continuous Improvement
- Prepare quality reports trend analyses and performance summaries
- Identify performance patterns risks and improvement opportunities
- Recommend enhancements to quality frameworks knowledge resources and workflows
- Support the implementation and tracking of improvement initiatives
Process Compliance & Documentation
- Maintain accurate quality records audit notes and supporting documentation
- Support compliance with operational procedures privacy requirements and data handling standards
- Ensure quality processes are aligned with client and organisational expectations
Continuous Learning & Adaptability
- Stay current with industry trends tools and best practices
- Adapt to evolving business requirements and operational priorities
What Were Looking For
Core Requirements
- Minimum 2 years experience in quality assurance customer operations contact centre quality logistics support or a similar role
- Experience conducting audits evaluations or quality reviews
- Experience preparing quality reports and analysing performance trends
- Strong attention to detail and commitment to accuracy
- Excellent written and verbal communication skills
- Ability to apply quality standards consistently and objectively
- Strong analytical and problem-solving skills
- Confidence providing constructive feedback in a professional and supportive manner
- Strong stakeholder management and collaboration skills
- Ability to manage competing priorities and deadlines
- Experience using Microsoft Office and exposure to CRM systems ticketing platforms quality monitoring tools or reporting dashboards
Nice to Have
- Experience within logistics freight transport or supply chain environments
- Exposure to customer service or contact centre operations
- Quality assurance or process improvement training
- Experience supporting operational improvement or compliance programmes
Who This Role Suits
- A detail-oriented professional who enjoys analysing performance and identifying trends
- Someone who can balance quality standards with operational practicality
- A collaborative team player who works effectively with stakeholders
- An individual who is comfortable providing feedback and supporting performance improvement
- A continuous improvement advocate who looks for ways to enhance customer and operational outcomes
What to Expect
- Opportunity to work with a leading Australian organisation
- Exposure to large-scale customer and operational support environments
- Collaborative and supportive team culture
- Professional development and growth opportunities
- A role where your insights directly contribute to service and operational excellence
Application Process
If this opportunity aligns with your experience and career goals we encourage you to apply.
As part of our selection process shortlisted candidates may be asked to complete a skills-based assessment designed to evaluate their quality assurance capabilities analytical thinking reporting skills and approach to continuous improvement.
Apply now and join a team committed to delivering quality consistency and exceptional customer outcomes.
Required Experience:
IC
Employment Type : Full-Time
Experience: years
Vacancy: 1
