Company Profile

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.

Role & Responsibilities:

1. Act as an intermediary between the client and Firstsource, facilitating communication.
2. Achieve monthly performance targets.
3. Utilize and relay updates regarding changes in regulations, policies, and procedures.
4. Ensure adherence to both Federal and State Laws in all contact centre activities.
5. Formulate action plans to achieve departmental objectives.
6. Drive governance calls with stakeholders and clients

Responsible for creating a learning environment across the organization.
- Meet contractual client obligations
- Meet operational expectations by implementing and maintaining high CTQ standards
- Meet internal / client SLAs (NPS, AHT, customer experience, efficiency, qualitative metric, etc)Top of Form
- Drive Accuracy Targets, Audits, Calibration calls, Implement Robus Feedback,



drive accuracy performance of Ops agents
- Meet retention target for the team
- Process improvement through implementation suggestions maximize the efficiency
- Lesser incidents of critical ops process escalations
- Build new client relationships and sustaining existing client relationships
- Build solid internal stakeholder relationships
- Effectively identifying training needs for all employees and sketch out the training calendar/schedules.
- Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness
- Drive RCA and CAPA sessions
- To periodically conduct reviews and track performance of trainers & QA
- Evaluate effectiveness of training and identify re- training needs.
- Usage of strategic tools like six sigma, lean, design thinking & agile tools to always stay ahead of competition and create a niche brand for the business and client
- Implement robust monitoring of internal QA and maintains an efficient performance management system
- Lead project delivery teams through the adoption of PE principles, practices, tools and techniques ensuring activity meets expected time, cost, benefit and quality outcomes

Educational/Professional Qualifications:

1. Bachelor's Degree or Post Graduate Degree

Required Skills:

1. Communication Skills
2. Interpersonal skills
3. Problem Solving skills

Competencies that will be Assessed:

1. Communication
2. Interpersonal skills
3. Problem Solving skills
4. Emotional Intelligence
5. Leadership

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.

📌 Manager - Quality (Gurugram)
🏢 Firstsource
📍 Gurugram