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 identify errors, deviations & initiate corrective measures.

Provide actionable data to various internal support groups as needed.

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

operations.

Create & maintain timely & accurate QA database.

Conduct feedback sessions with Agents.

Participate in design of call monitoring formats and quality standards.

Compile and track performance at team and individual level.

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

Coordinate and facilitate call calibration sessions for call center staff.

Provide feedback to call center team leaders and managers.

Prepare and analyze internal and external quality reports for management staff review

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

Preferred: Prior experience in a BPO indu

📌 Senior Quality Analyst (Bengaluru)
🏢 Firstsource
📍 Bengaluru