Careers at Symbos

Quality Analyst

We are pleased to offer an exciting opportunity for a motivated and detail-oriented individual to step into the role of Quality Analyst.

Reporting to the Quality Analyst Lead, this role is responsible for ensuring consistent delivery of quality standards across operations through effective monitoring, analysis, and coaching. The role plays a key part in identifying performance and compliance gaps, driving continuous improvement, and supporting the development of operational employees.

To secure this role, it is essential that you are able to meet the following requirements:

Key responsibilities will include but will not be limited to:

• Conduct call monitoring and file audits to assess adherence to client SLAs, internal processes, scripts, and legislative requirements
• Identify quality trends, risks, and capability gaps, and provide actionable insights to improve performance
• Deliver structured feedback, coaching, and support to Contact Centre Agents and operational teams
• Support the development of staff by addressing knowledge, skill, behavioural, and compliance gaps
• Monitor and report on quality performance and compliance risks, ensuring alignment with policies and legislative requirements
• Prepare and deliver monthly quality reports with clear recommendations to the QA Lead and Operations Leadership team
• Facilitate regular calibration and feedback sessions with Operations Leaders to ensure consistency and continuous improvement
• Maintain strong stakeholder engagement and a high level of customer and compliance focus
• Collaborate closely with operational teams to build a capable, agile, and high-performing workforce
• Respond promptly to queries and provide quality-related guidance and support where required

To secure this opportunity you will need to be:

• Strong attention to detail and analytical capability
• A results-driven and accountable mindset with the ability to follow through on task
• Confidence to deliver feedback and influence stakeholders at all levels
• A consultative approach, with the ability to both lead discussions and listen effectively
• The courage to challenge processes and drive continuous improvement
• High levels of resilience, adaptability, and personal discipline
• A commitment to continuous learning and self-development
• Sound understanding of RCL Services processes, systems, and operational procedures
• Knowledge of Client Service Level Agreements (SLAs) and compliance requirements
• Familiarity with relevant legislation and best practice quality assurance frameworks
• Experience in call monitoring, auditing, or coaching within a contact centre environment (preferred)

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.

As part of this opportunity, you will also be expected to act as a role model, consistently demonstrating and promoting the values of RCL Services in your day-to-day work.

If you are ready to take the next step in your career and contribute to driving quality excellence, we encourage you to apply. To apply click on: Apply Now!