Firstsource
Website:
firstsource.com
Job details:
Company Description
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company established in 2001, is a leading business process solutions partner with expertise across healthcare, banking, financial services, communications, media, technology, retail, and utilities. Leveraging innovative technology, data, and analytics through its unique UnBPO™ approach, Firstsource helps clients streamline operations and drive growth. With a global workforce of over 35,000 professionals, the company serves more than 200 top global brands, including Fortune 500 and FTSE 100 companies. Firstsource operates across multiple locations in the US, the UK, Mexico, India, Australia, South Africa, and the Philippines, and is committed to solving its clients' most pressing challenges.
Role Description
This is a full-time, on-site Quality Analyst role, based in Mumbai, India. The Quality Analyst will monitor, evaluate, and report on the quality of customer interactions and operational processes. Key responsibilities include conducting audits to ensure compliance to quality standards, identifying areas for improvement, providing actionable feedback to teams, and collaborating with stakeholders to drive continuous process improvement and ensure customer satisfaction.
Qualifications
- Experience in quality analysis, process audits, and compliance monitoring
- Strong analytical, problem-solving, and decision-making skills
- Excellent communication, feedback delivery, and collaboration skills
- Proficiency with data analysis tools and reporting software
- Knowledge of quality frameworks and methodologies relevant to the role
- Ability to manage time effectively and prioritize tasks in a dynamic environment
- Bachelor's degree or equivalent experience; certifications in quality management are a plus
- Prior experience in a business process outsourcing (BPO) environment is advantageous
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