Senior Quality Auditor

Firstsource; Bengaluru; On-site; INR 450,000 - 750,000; Full time

Job summary

Firstsource Solutions Limited, Bengaluru, is seeking a Sr. Quality Analyst to ensure client KPIs are met through rigorous QA processes. You will monitor agents, generate actionable insights, and drive improvements across units in a fast-paced BPO environment.

The role requires graduate-level education with 1-2 years of QA experience, strong communication, and analytical skills, along with knowledge of DMAIC and COPC standards. This position is based on-site in Bengaluru.

Qualifications

• Graduate with 1-2 years of experience in QA role.
• Prior experience in a BPO industry.
• Knowledge of DMAIC and COPC standards.
• Strong written and verbal communication and data presentation skills.

Responsibilities

• Monitor agents to identify errors, deviations and initiate corrective actions.
• Provide actionable data to internal support groups.
• Generate QA reports based on predefined criteria for operations.
• Create and maintain timely, accurate QA database.
• Coordinate and facilitate call calibration sessions and feedback.

Skills

Good written and verbal communication

Team management

DMAIC approach

COPC compliance

PowerPoint presentations

Spreadsheets/Excel

Education

Graduate

Tools

Spreadsheets

PowerPoint

Job description

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.

Role:

Sr. Quality Analyst

Job Description:

Operational

All actions to be taken based on pre-decided goals to fulfill client requirement

Key Performance Indicators:

Monitor agents to identifyerrors, deviations & initiatecorrective measures.

Provideactionable data to various internal support groups as needed.

Generate account specific QA reports based upon predefined contractual criteria and provideinputs to

operations.

Create & maintaintimely& accurateQA database.

Conduct feedback sessions with Agents.

Participatein design of call monitoring formats andqualitystandards.

Compile and track performance at team and individual level.

Participate in customer and client listening programs to identifycustomer needs and expectations.

Coordinate and facilitatecall calibration sessions for call center staff.

Providefeedback to call center team leaders and managers.

Prepare and analyze internal and externalqualityreports for management staff review

ExperienceRequired:Graduate with 1-2 years of experience in relevant role

Preferred:Prior experience in a BPO industry

Know-How

Critical:Good written and verbal communication skills & team management skills.

Familiarity with the DMAIC Approach

Overview of Internal Audit procedure

Familiarity with COPC compliance requirements

Good knowledge of spreadsheets and graphs, ability to create and present Power Point presentations

Follow and ensure compliance to the Information Security Policy Statement, the Acceptable Use Policy

and the Information Classification Policy

Abide and check conformance by team members to the Do’s and Don’ts explained during the security

briefings / announcements.

Personal Attributes/Traits

Collaborative & consultative

Socially confident

Achievement oriented

Creative

Analytical

Communicative

Competencies

Business Foresight –Ability to strategize & demonstratedeep business insight that helps identify & develop strategic opportunities

Influencing

Managing Transformation – Ability to work and lead transformations in a dynamic environment

Fostering partnerships with internal and external stakeholders

Working across boundaries – collaborative working towards a “One Firstsource” identity

Decision making and problem-solvingskills

Driving Excellence

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.