Quality Analyst

About Firstsource

Firstsource is a specialized global business process management partner, and an RP-Sanjiv Goenka Group company. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Summary

Monitor activity in Consumer contact centers to measure quality levels and recommend updates to procedures or training. Produce quality-related reports and feedback to managers to ensure improved quality levels in the contact centers.

Responsibilities

• Performs daily quality audits of the call center and/or operations personnel including monitoring of inbound and/or outbound telephone calls and other correspondence.
• Provides accurate and timely quality monitoring reports on quality issues, performance measures and/or call center representatives. Provides feedback to managers regarding areas for improvement and recommends educational opportunities for staff. May provide feedback directly to staff as required.
• Monitors audit schedule to ensure compliance to the quality audit plan.
• Recommend policy and procedure changes or quality audit plan updates based on quality monitoring trends.
• Assists in the evaluation of quality audit disputes.
• Assists training specialists with updates to manuals and other job aids and may assist with training as necessary.
• Consults with senior peers and/or management on non-complex projects to learn through experience.
• Other related duties assigned as needed.

Required Qualifications

• High school diploma or equivalent
• In-depth knowledge of the company's products, services and business operations
• Knowledge of quality concepts, terminology, and objectives are required
• Knowledge of MS Office, e.g., Word, Excel and Access required
• Thorough knowledge of the various call center areas and daily duties of personnel within the groups being audited
• Proficiency in the online tools required for the position being audited
• Excellent verbal and written communication skills
• Excellent customer service, problem solving, organizational, and multi-tasking skills
• Strong analytical skills and the ability to see trends and patterns in data
• Ability to work both independently and in a team environment

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.