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.
Role & Responsibilities
- Conduct quality audits on transactions for energy-related processes (billing, recovery, complaints, etc.), mainly back-office.
- Ensure all audits are completed within defined timelines and sampling requirements.
- Assess transactions against quality parameters such as accuracy, communication, process adherence, and compliance.
- Identify errors, provide detailed feedback, and document corrective actions.
- Highlight coaching opportunities and support clients with quality inputs.
- Maintain accurate and up-to-date QA records in designated tools or trackers.
- Participate in calibration sessions to maintain alignment on audit standards.
- Report daily and weekly QA performance and highlight recurring error trends.
- Ensure high accuracy and low variance (5%) in audit results compared to client validations.
- Uphold confidentiality and compliance with client and organizational guidelines.
Educational/Professional Qualifications
- Graduation in any discipline.
- Understanding QA Process, Auditing, and feedback within a BPO/Contact Centre setup.
- Experience in Energy / Utilities domain preferred (e.g., E.ON, OVO, Bulb, Octopus Energy). 1- 2 years
Required Skills & Competencies
- Proficient in Excel and audit documentation.
- Strong attention to detail and ability to identify process deviations.
- Good written and verbal communication skills.
- Strong understanding of energy operations (billing, tariff, complaints, collections).
- Knowledge of Excel and QA templates or tools.
- Ability to follow audit guidelines and deliver consistent results.
- Strong sense of accountability and ownership for assigned audits.
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.
