Sr Quality Auditor

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

Job summary

Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. 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, playing a key role in regulatory integrity and continuous improvement.

Qualifications

• 12th pass or higher with basic QA exposure.
• 18+ months QA experience preferred.
• Proficient in Word, Excel and Email.
• Strong time management and multitasking skills.

Responsibilities

• Monitor collection calls for compliance with federal and state laws.
• Evaluate techniques, payment hierarchy, accuracy, and adherence to company/client standards.
• Document violations and initiate remediation actions when necessary.
• Log and report compliance findings accurately.
• Provide constructive feedback to operations and training teams to improve call quality and compliance.
• Participate in monthly calibration sessions to ensure scoring consistency.
• Assist in training new Quality Assurance Specialists and batch QA sessions.

Skills

Quality assurance

Call monitoring

Compliance

Data analysis

Training

Feedback

Communication

Education

12th pass

Tools

Microsoft Word

Microsoft Excel

Email

Job description

Job Details

• Job Title: Quality Assurance Specialist
• Location: Mumbai, India
• Business Unit: Firstsource Advantage
• Position Type: Full-Time

Job Summary

Are you detail-oriented with a strong understanding of compliance and performance standards Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. 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