Quality Auditor

Quality Auditor

• *Date:** May 27, 2026
• *Location:**Bangalore, KA, IN
• *Requisition ID:** 21622
• *Description:**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. Firstsource’s 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.
• *Designation:**Quality Auditor
• *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:**
• Understanding of QA Process, Auditing, feedback within a BPO/Contact Centre setup.
• Experience in Energy / Utilities domain preferred \-1\- 2 years
• Graduate in any discipline.
• Proficient in Excel and audit documentation.

• *Key Skills \& Competencies:**
• Strong attention to detail and ability to identify process deviations.
• Strong 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

• **️ 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.

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