*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.
Please find below the details for the **Quality Analyst** role.
*Position:** Quality Analyst
*Key Responsibilities:**
Monitor agent interactions to identify errors, deviations, and improvement areas.
Deliver actionable insights and feedback to enhance team performance.
Generate and maintain QA reports and databases as per client and contractual requirements.
Conduct regular feedback and calibration sessions with agents and stakeholders.
Track individual and team performance metrics and support continuous improvement initiatives.
Collaborate with operations and support teams to drive quality excellence.
Participate in call monitoring framework design and customer listening programs.
Ensure adherence to quality standards, compliance policies, and information security guidelines.
*Experience:**
Graduate with 2–5 years of relevant experience (preferably in BPO/Customer Operations).
*Preferred Skills \& Knowledge:**
Strong communication and analytical skills.
Familiarity with DMAIC methodology, internal audits, and COPC standards.
Proficiency in MS Excel, reporting, and presentations.
*Key Competencies:**
Problem\-solving \& decision\-making
Stakeholder management \& influencing
Collaboration across teams
Continuous improvement mindset
Ability to drive quality and operational excellence
*Traits:**
Analytical, detail\-oriented, and achievement\-driven
Confident communicator with a collaborative approach
**️ 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.