Quality Assurance Agent
Probe Group · Melbourne, Victoria ·
- Employment
- Full time
- Category
- QA
- Company size
- 1000+
QA Agent auditing customer interactions (calls, chat, email) and back-office transactions for accuracy, brand consistency, and regulatory compliance at a large BPO firm, using reporting tools and a Quality Framework.
About the Role
As a QA Agent, your primary focus is to audit customer interactions across multiple communication channels (calls, live chat, and email) as well as back-office transactions. You will ensure exceptional accuracy, brand consistency, and adherence to regulatory guidelines, acting as a key contributor to operational excellence by identifying trends and providing constructive feedback.
Key Responsibilities
Review, score, and assess daily customer interactions across call, chat, and email channels, as well as back-office tasks, against our Quality Framework and project SLAs.
Administer quality reporting, track performance trends across channels, and deliver actionable insights to management and clients.
Prepare and facilitate calibration sessions with internal leadership and external clients, while providing prompt feedback to Team Leaders and Operations Managers.
Strictly adhere to regulatory, compliance, and security policies, ensuring zero breaches and identifying potential risks.
Maintain up-to-date knowledge of campaign processes, product offerings, and compliance guidelines.
About You & Key Requirements
Australian Citizenship (mandatory).
Commitment to undergo a National Criminal History Police Check prior to placement.
Ability to attend full-time onsite training in the Melbourne CBD office 5 days a week during the initial training period.
Exceptional attention to detail and strong analytical skills across spoken and written communication.
Excellent written and verbal communication (strong grasp of written tone and grammar for chat and email reviews).
Ability to work autonomously, manage deadlines, and meet key performance indicators (KPIs).
Basic reporting skills and familiarity with reporting tools.
Positive attitude—eager to learn, proactive, and team-oriented.
Sound understanding of customer service processes, complaints handling, or compliance policies is a plus.
Why Apply?
Hybrid Flexibility: Work 3 days in our modern Melbourne CBD office for team collaboration and 2 days WFH.
Full Training Provided: Excellent entry point into quality management and operational compliance for candidates from analytical backgrounds.
Be part of a supportive team that values quality, continuous development, and clear feedback loops.
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in