Quality Analyst

Firstsource · IT Services & Consulting

Mumbai, India
On-site
Posted today
Apply by 30 Oct
Operations & Supply Chain

About the job

Company Profile

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.

Job Title: Quality Assurance Specialist

Location: India, Mumbai, Malad – Paradigm B Wing

Business Unit: Firstsource Advantage

Position Type: Full-Time

About the Role

Are you detail-oriented with a strong understanding of compliance and performance standards? Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. In this role, you will evaluate calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies.

You will provide meaningful, data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance. This role plays a critical part in maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities

Call Monitoring & Compliance Oversight

Monitor collection calls to ensure compliance with federal and state laws

Evaluate collection techniques, payment hierarchy, accuracy, and adherence to company/client standards

Document violations and initiate remediations, corrective or disciplinary actions when necessary

Log and report compliance findings accurately

Checks for any errors or deviations and highlights deviations as per the guidelines

Performance Evaluation & Feedback

Provide constructive feedback to operations and training teams to improve:

Call quality

Compliance

Collection Effectiveness

Regulatory requirements

Process / Procedural AOI

Identify performance trends and recommend improvement strategies

Participate in monthly calibration sessions to ensure scoring consistency

Data Analysis & New Hire Training

Collect, organize and analyze trends

Assist in identifying operational gaps and recommending solutions

Structured and motivated new hire during batch QA Sessions month over month

Training & Collaboration

Assist in training and developing new Quality Assurance Specialists

Follow the call listening calendar. Coordinate with Ops and ensure adherence to the same

Partner with operations management to improve collector performance

Complete special projects as assigned by management

Conducting calibration sessions to ensure consistency on scoring & understanding of Quality deliverables

Briefing to be conducted to cascade updates, new procedures to be followed and to address team specific issues including but not limited to top AOI and TNI

Minimum Qualifications

12th pass and above

Preferably 18+ months of experience in QA

Basic proficiency in Microsoft Word, Excel, and Email

Strong time management and multitasking skills

Ability to objectively evaluate and document performance

Strong verbal and written communication skills

Basic math skills, including calculating percentages

Preferred Qualifications

Experience within the collections industry

Previous Quality Assurance experience in International VOICE BPO

Key Performance Indicators

Compliance accuracy and documentation quality

Identification and reduction of process / regulatory / compliance violations

Improvement in collector quality metrics / collection effectiveness

Accuracy and consistency in call scoring

Effectiveness of feedback and coaching support

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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