Quality Associate

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

Job summary

Firstsource Solutions Limited in Bengaluru is hiring an Associate - Quality Analyst to review energy-related customer interactions, ensure accuracy, and drive audit excellence. Fresher candidates are welcome and will focus on voice processes with rigorous QA standards.

The role requires strong Excel skills, attention to detail, good communication, and adherence to audit guidelines while maintaining client confidentiality.

Qualifications

• Graduate in any discipline (BE/BTech not applicable).
• Proficient in Excel and audit documentation.
• Strong attention to detail and ability to identify process deviations.
• Strong written and verbal communication.
• Knowledge of Excel.
• Good typing speed.
• Awareness of AI tools (Desired).
• Ability to follow audit guidelines and deliver consistent results.
• Strong sense of accountability and ownership for assigned audits.
• Language B2.

Responsibilities

• Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly voice.
• 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 opportunities, provide detailed coaching points, and document constructive feedback
• Highlight coaching opportunities and support clients with quality input.
• 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.

Skills

Excel

Audit documentation

Attention to detail

Written and verbal communication

Typing speed

AI tools awareness

English B2

Education

Graduate in any discipline

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. Firstsources 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.

The Associate- Quality Analyst is responsible for reviewing customer interactions and transactions to ensure accuracy, compliance, and customer experience excellence within the Energy process. The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations.

Experience : Fresher-International Voice Process

Designation

Role & Responsibilities

• Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly voice
• 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 opportunities, provide detailed coaching points, and document constructive feedback
• Highlight coaching opportunities and support clients with quality input.
• 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.

Experience & Qualifications

• Graduate in any discipline (BE/BTech not applicable).
• Proficient in Excel and audit documentation.
• Strong attention to detail and ability to identify process deviations.
• Strong written and verbal communication
• Knowledge of Excel
• Good typing speed
• Awareness of AI tools (Desired)
• Ability to follow audit guidelines and deliver consistent results.
• Strong sense of accountability and ownership for assigned audits.
• Language B2
• Please bring the original physical copy of any of your identification documents for verification and resume.

Time and Venue

16th October , 11.00 AM - 1.00 PM

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.