Quality Associate

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.

Job description:

The Associate- QualityAnalyst is responsible for reviewing customer interactions and 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- QualityAnalyst

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.
• Strong written and verbal communication
• Knowledge of Excel
• 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.

Time and Venue

16th October , 11.00 AM - 1.00 PM

Address:

Firstsource Solutions Limited

Unit-202, 2nd Floor, Block A, Brigade Residency

Brookefield, Kundalahalli

Whitefield, Marathahalli, Bangalore

Karnataka – 560037

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.