Quality Analyst

Firstsource; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Firstsource in Mumbai, India seeks a Quality Assurance Specialist to evaluate calls and account activity for compliance with regulations, client standards, and company policies. You will deliver data-driven feedback to operations and training teams to boost productivity, call quality, compliance, and performance.

This role supports regulatory integrity and continuous improvement. Responsibilities include monitoring collection calls, evaluating techniques and adherence, documenting violations,

Qualifications

• 12th pass and above required; QA exposure preferred.
• 18+ months in QA or quality assurance roles.
• Proficient with MS Word, Excel and email communication.

Responsibilities

• Monitor calls and account activities to ensure compliance with laws and policies.
• Provide feedback to operations and training teams to improve quality and performance.
• Assist in data analysis to identify gaps and improvements.
• Collaborate with management to drive calibration and QA initiatives.

Skills

Data-driven feedback

Time management

Verbal and written communication

Education

12th pass or above

Job description

In this role, you will evaluate calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies.

You will provide meaningful, data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance. This role plays a critical part in maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities

• Call Monitoring Compliance Oversight
  • Monitor collection calls to ensure compliance with federal and state laws
  • Evaluate collection techniques, payment hierarchy, accuracy, and adherence to company/client standards
  • Document violations and initiate remediations, corrective or disciplinary actions when necessary
  • Log and report compliance findings accurately
  • Checks for any errors or deviations and highlights deviations as per the guidelines
• Performance Evaluation Feedback
  • Provide constructive feedback to operations and training teams to improve:
    • Call quality
    • Compliance
    • Collection Effectiveness
    • Regulatory requirements
    • Process / Procedural AOI
  • Identify performance trends and recommend improvement strategies
  • Participate in monthly calibration sessions to ensure scoring consistency
• Data Analysis New Hire Training
  • Collect, organize and analyze trends
  • Assist in identifying operational gaps and recommending solutions
  • Structured and motivated new hire during batch QA Sessions month over month
• Training Collaboration
  • Assist in training and developing new Quality Assurance Specialists
  • Follow the call listening calendar. Coordinate with Ops and ensure adherence to the same
  • Partner with operations management to improve collector performance
  • Complete special projects as assigned by management
  • Conducting calibration sessions to ensure consistency on scoring understanding of Quality deliverables
  • Briefing to be conducted to cascade updates, new procedures to be followed and to address team specific issues including but not limited to top AOI and TNI

Minimum Qualifications

• 12th pass and above
• Preferably 18+ months of experience in QA
• Basic proficiency in Microsoft Word, Excel, and Email
• Strong time management and multitasking skills
• Ability to objectively evaluate and document performance
• Strong verbal and written communication skills
• Basic math skills, including calculating percentages

Preferred Qualifications

• Experience within the collections industry
• Previous Quality Assurance experience in International VOICE BPO

Key Performance Indicators

• Compliance accuracy and documentation quality
• Identification and reduction of process / regulatory / compliance violations
• Improvement in collector quality metrics / collection effectiveness
• Accuracy and consistency in call scoring
• Effectiveness of feedback and coaching support

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.