Quality Analyst - Roadside Assistance (Remote)

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 a 24/7 emergency roadside assistance account.

About the Account

This account supports motorists with emergency roadside assistance connected to automotive insurance policies and new-vehicle owner packages. The operation handles urgent customer situations such as no-start vehicles, flat tyres, lockouts, fuel delivery, accidents and towing, with a strong focus on accuracy, empathy, compliance and timely service-provider coordination.

The Opportunity

As a Quality Analyst, you will monitor, evaluate and improve quality, compliance and customer experience outcomes in a roadside assistance voice operation. You will review calls, service actions and case documentation against agreed standards, then provide practical insights to support coaching, calibration and continuous improvement.

What Sets This Role Apart

• Influence frontline performance without being on the phones full time.
• Protect customer experience, compliance and safety in urgent roadside situations.
• Support calibration and coaching across Operations, Training and Team Leaders.
• Turn call and case observations into practical improvements for frontline teams.

Key Responsibilities

• Monitor calls, case notes, service actions and customer interactions against quality frameworks.
• Assess accuracy, empathy, professionalism, location capture, policy coverage, service-provider coordination, documentation and adherence to workflow.
• 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, Training and Operations to support coaching, calibration and continuous improvement.
• Escalate potential compliance breaches, complaints, safety concerns, process deviations or customer experience risks as required.
• Support quality calibration sessions and help translate findings into action plans.

What We’re Looking For

• 2 to 4 years of experience in quality assurance, customer service, roadside assistance, dispatch 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 experience, compliance matters and escalation triggers.
• Ability to understand urgent roadside assistance scenarios, customer distress and process accuracy.
• Willingness to work onsite for the first 20 days of training
• Ability to work independently in a remote work ennvironment

Nice to Have

• Experience in roadside assistance, dispatch, automotive assistance, insurance, emergency support or BPO voice operations.
• At least 1 year in a Quality Analyst, Quality Specialist, Senior Agent or compliance monitoring role.
• Exposure to CRM, case management, quality monitoring, scorecards, call recording, dashboards or reporting tools.

Who This Role Suits

• You are objective, detail-oriented and comfortable reviewing customer interactions with fairness and consistency.
• You enjoy turning observations into useful coaching insights that help frontline teams improve.
• You can balance empathy, compliance and operational practicality when reviewing urgent customer situations.

Application Process

Apply with your updated resume. Shortlisted candidates will be contacted for an initial screening conversation focused on quality experience, evaluation approach, compliance awareness and coaching insight capability.