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Job Description
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:
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Monitor agent interactions to identify errors, deviations, and improvement areas.
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Deliver actionable insights and feedback to enhance team performance.
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Generate and maintain QA reports and databases as per client and contractual requirements.
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Conduct regular feedback and calibration sessions with agents and stakeholders.
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Track individual and team performance metrics and support continuous improvement initiatives.
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Collaborate with operations and support teams to drive quality excellence.
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Participate in call monitoring framework design and customer listening programs.
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Ensure adherence to quality standards, compliance policies, and information security guidelines.
Experience:
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Graduate with 2–5 years of relevant experience (preferably in BPO/Customer Operations).
Preferred Skills & Knowledge:
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Strong communication and analytical skills.
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Familiarity with DMAIC methodology, internal audits, and COPC standards.
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Proficiency in MS Excel, reporting, and presentations.
Key Competencies:
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Problem-solving & decision-making
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Stakeholder management & influencing
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Collaboration across teams
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Continuous improvement mindset
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Ability to drive quality and operational excellence
Traits:
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Analytical, detail-oriented, and achievement-driven
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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.