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
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 2–5 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.
