Quality Assurance Analyst

About the Client

Wilson Parking is one of Australia's leading parking management providers, supporting customers across commercial, retail, healthcare, education, airport and government sectors. This role supports the quality and operational excellence of customer-facing contact centre operations, ensuring interactions meet established service, compliance and customer experience standards.

The Opportunity As a Quality Assurance Analyst, you will be responsible for evaluating customer interactions and operational outputs against approved quality standards. You will identify trends, highlight opportunities for improvement, provide evidence-based feedback, and work closely with Operations and Training teams to improve overall performance, customer experience and compliance outcomes.

What Sets This Role Apart This is an opportunity to play a direct role in improving operational performance without being on the front line. You'll influence coaching outcomes, identify root causes behind recurring issues, participate in calibration activities, and help shape quality initiatives that drive measurable business improvements.

Key Responsibilities

• Conduct quality evaluations accurately and within agreed timeframes.
• Apply approved quality scorecards, audit standards and compliance requirements consistently.
• Document objective evidence supporting quality assessment outcomes.
• Identify quality, customer experience, process and compliance risks.
• Provide clear and constructive feedback to Operations and relevant stakeholders.
• Participate in calibration sessions to maintain scoring consistency and governance.
• Analyse quality trends and identify recurring drivers through root cause analysis.
• Maintain accurate audit records, quality trackers, reports and supporting documentation.
• Support quality improvement initiatives, targeted audits and continuous improvement projects.

What We're Looking For

• 1 to 3 years of experience in a BPO, contact centre, quality assurance or operational support environment.
• Meaningful experience conducting quality audits, evaluations or performance reviews.
• Strong understanding of customer service, customer experience and compliance concepts.
• Excellent attention to detail and the ability to assess work objectively against standards.
• Strong analytical and problem-solving skills with experience identifying quality trends.
• Ability to provide evidence-based feedback and explain scoring decisions professionally.
• Working knowledge of Microsoft Excel and reporting tools.
• Willingness to work onsite in Manila and support operational requirements when needed.

Nice to Have

• Experience using QA scorecards, audit platforms, quality monitoring tools or reporting dashboards.
• Exposure to calibration sessions and quality governance processes.
• Experience with root cause analysis and continuous improvement initiatives.
• Background supporting Australian customer service or contact centre operations.
• Bachelor's degree or equivalent relevant experience.

Who This Role Suits

This role is ideal for someone who enjoys analysing interactions, identifying opportunities for improvement and maintaining high-quality standards. You'll thrive in this role if you're detail-oriented, objective, data-driven and passionate about helping teams improve performance, customer experience and compliance outcomes.