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 Purpose The Associate- Quality Analyst is responsible for reviewing customer interactions and back-office transactions to ensure accuracy, compliance, and customer experience excellence within the Energy process. The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations.

Designation : Associate- Quality Analyst

Job Location :Bangalore

Experience : Fresher

International Voice Process

Role & Responsibilities:

- Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly voice
- Ensure all audits are completed within defined timelines and sampling requirements.
- Assess transactions against quality parameters such as accuracy, communication, process adherence,



and compliance.
- Identify opportunities, provide detailed coaching points, and document constructive feedback
- Highlight coaching opportunities and support clients with quality input.
- Maintain accurate and up-to-date QA records in designated tools or trackers.
- Participate in calibration sessions to maintain alignment on audit standards.
- Report daily and weekly QA performance and highlight recurring error trends.
- Ensure high accuracy and low variance (5%) in audit results compared to client validations.
- Uphold confidentiality and compliance with client and organizational guidelines.

Experience & Qualifications:

- Graduate in any discipline (BE/BTech not applicable).
- Proficient in Excel and audit documentation.

Key Skills & Competencies:

- Strong attention to detail and ability to identify process deviations.
- Solid written and verbal communication
- Strong understanding of energy operations (billing, metering, tariff, complaints, collections).
- Knowledge of Excel and QA templates
- Good typing speed
- Awareness of AI tools (Desired)
- Ability to follow audit guidelines and deliver consistent results.
- Strong sense of accountability and ownership for assigned audits.
- Language B2
- Please bring the original physical copy of any of your identification documents for verification and resume.
- Kindly Mention Padmapriya Shekar on your resume before submitting.

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.

📌 Fresher- Quality Analyst-International (Bengaluru)
🏢 Firstsource
📍 Bengaluru