What a Call Quality Agent Does at Probe CX

Your day‑to‑day will involve:
Interaction Evaluation: Reviewing and assessing recorded calls and digital interactions against structured quality assurance and compliance frameworks.
Compliance & Risk Identification: Identifying process gaps, compliance risks, or training needs, especially within heavily regulated portfolios like Hardship and Banking.
Actionable Feedback: Collaborating with Team Leaders and operations to provide explicit, data‑driven insights that help coach agents and improve customer satisfaction (NPS).
Continuous Improvement: Participating in calibration sessions to ensure consistent scoring standards across the business.

What We Are Looking For
QA & Compliance Experience: Prior experience in a Call Quality, Quality Assurance, or compliance‑focused role within a fast‑paced contact centre environment.
Portfolio Versatility: Understanding of compliance frameworks across one or more sectors (e.g., Sales, Customer Service, Collections, Hardship).
Sharp Attention to Detail: Exceptional analytical skills and a knack for spotting patterns in data.




Strong Communication: Ability to articulate constructive feedback objectively, both in writing and verbally.

Why You’ll Love Working With Us
Award‑Winning Culture: Diverse, inclusive, respectful workplace where you can bring your whole self to work.
Limitless Growth: Prospects to move across industries, departments, and potentially continents.
Tech‑Driven Environment: Work with state‑of‑the‑art CX tools, intelligent automation, and AI integrations.
Work‑Life Balance: Balanced rosters, up-to-date office locations, and employee well‑being perks.

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.
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📌 Expressions Of Interest Quality Assurance Agent Melbourne
🏢 Theprobegroup
📍 Melbourne