- Location
- 485 La Trobe St Melbourne, Australia
- Type
- Full-time
- Department
- IT
- Source
- Workday
Description
At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
At Probe CX, we don’t just manage customer interactions—we transform them. As a leading global customer experience organisation, we blend next-generation technology with a human-led approach to deliver meaningful experiences for some of Australia’s most loved brands and government clients.
We are actively building our external talent pipeline for upcoming Call Quality (QA) Agent opportunities. Please note that this is a proactive pipeline initiative; by registering today, you ensure your profile is visible to our talent team so you can be considered for a formal assessment and selection process as vacancies open across our diverse portfolios.
What a Call Quality Agent Does at Probe CX
You will be the guardian of our service excellence and regulatory standards. Your insights will directly uplift performance across our portfolios, including Sales, Customer Service, Collections, and Hardship campaigns. 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, particularly within heavily regulated portfolios like Hardship and Banking.
Actionable Feedback: Collaborating with Team Leaders and operations to provide clear, 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
To successfully monitor our diverse portfolios, we are looking for specialists who bring:
QA & Compliance Experience: Prior experience in a Call Quality, Quality Assurance, or compliance-focused role within a fast-paced contact centre environment.
Portfolio Versatility: A solid understanding of compliance frameworks across one or more sectors, such as Sales targets, Customer Service standards, or specialized Collections and Hardship regulations.
Sharp Attention to Detail: Exceptional analytical skills, a high degree of objectivity, and a knack for spotting patterns in data.
Strong Communication: The ability to articulate constructive feedback objectively, both in writing and verbally.
Why You’ll Love Working With Us
An Award-Winning Culture: We pride ourselves on a diverse, inclusive, and deeply respectful workplace where you can bring your whole self to work.
Limitless Growth: With three global brands under our banner, your career map can take you across industries, departments, and even continents.
Tech-Driven Environment: Work alongside state-of-the-art CX tools, intelligent automation, and AI integrations that help anticipate tomorrow's operational challenges.
Work-Life Balance: Enjoy balanced rosters, modern and vibrant office locations, and excellent employee well-being perks.
How the EOI Pipeline Process Works
This is an Expression of Interest to build a talent pool for upcoming vacancies across our various portfolios (including Banking, Utilities, Retail, Government services, and more).
When a position opens that matches your exact capability profile, our People Experience team reviews the pipeline pool to invite shortlisted candidates into the formal interview and selection process.
Ready to do it better?
Click APPLY now, upload your resume, and let’s start a conversation about your future with Probe CX!
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. We're happy to accommodate.
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 celebrating you and your 100% authentic self!
