MUMBAI · FULLTIME
Quality Analyst
Firstsource Solutions
Mumbai · onsite · Posted 20d ago
Sourced from
Undisclosed1–3 yrsfulltimeMumbai
About a minute. You'll make an account on the way through.
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Section · 01
About this role
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
- Provide constructive feedback to operations and training teams to improve:
- 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
- Ability to objectively evaluate and document performance
- Strong verbal and written communication skills
- Basic math skills, including calculating percentages
Preferred Qualifications
- Experience within the collections industry
- Previous Quality Assurance experience in International VOICE BPO
Key Performance Indicators
- Compliance accuracy and documentation quality
- Identification and reduction of process / regulatory / compliance violations
- Improvement in collector quality metrics / collection effectiveness
- Accuracy and consistency in call scoring
- Effectiveness of feedback and coaching support
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Section · 02
Skills
Call Monitoringbusiness processManager Quality AssuranceOutsourcingAnalyticsHealthcareFinancial ServicesbpoMicrosoftdata analysis
Section · Company
About Firstsource Solutions
Firstsource Solutions
BPO
19.2k+
employees
2001
25 years old
Mumbai, Maharashtra
US
₹3.7L PA avg
Avg at Firstsource Solutions
About
Firstsource focuses on enhancing customer experience through technology and tailored support, optimizing business processes for global clients.
Industries
BPOBPO/KPO
Employee ratings
10 reviews
3.6/ 5
Culture
2.4
Career growth
2.3
Work-life
2.4
Employees rate it well for
Overall Company36Job Security35
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