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

:

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 industry

Know-How

Critical: Valuable 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 & demonstrate deep 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-solving skills

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.

📌 Senior Quality Auditor (Bengaluru)
🏢 Firstsourc
📍 Bengaluru