Quality Analyst

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they make it happen for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource's inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Please find below the details for the Quality Analyst role.

Position: Quality Analyst

Division: BPM

Experience: 25 years (preferred)

CTC Range:

Working window - of 7:00 PM to 8:00 AM IST any 9.5 hours shift

Key Responsibilities:

• Monitor agent interactions to identify errors, deviations, and improvement areas.
• Deliver actionable insights and feedback to enhance team performance.
• Generate and maintain QA reports and databases as per client and contractual requirements.
• Conduct regular feedback and calibration sessions with agents and stakeholders.
• Track individual and team performance metrics and support continuous improvement initiatives.
• Collaborate with operations and support teams to drive quality excellence.
• Participate in call monitoring framework design and customer listening programs.
• Ensure adherence to quality standards, compliance policies, and information security guidelines.

Experience:

• Graduate with 12 years of relevant experience (preferably in BPO/Customer Operations).

Preferred Skills & Knowledge:

• Strong communication and analytical skills.
• Familiarity with DMAIC methodology, internal audits, and COPC standards.
• Proficiency in MS Excel, reporting, and presentations.

Key Competencies:

• Problem-solving & decision-making
• Stakeholder management & influencing
• Collaboration across teams
• Continuous improvement mindset
• Ability to drive quality and operational excellence

Traits:

• Analytical, detail-oriented, and achievement-driven
• Confident communicator with a collaborative approach

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.