Senior Quality Analyst

3 weeks ago

Bengaluru, India Firstsource Full time

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies



Job location : Bangalore

Job Title: Senior Quality Analyst

Function/Department: Service Quality

Experience : 3-5 years of experience in BPO


Role Description: As a Senior Executive in Service Quality, you will play a pivotal role in ensuring the highest level of customer satisfaction and service excellence within our organization. You will be responsible for overseeing and improving service quality standards, analyzing customer feedback, and implementing strategies to enhance overall service delivery.


Roles & Responsibilities

  • Monitor collection calls meticulously to ensure adherence to federal and state regulations, offering constructive feedback to enhance compliance among collectors.
  • Scrutinize collection calls to assess the effectiveness of collection techniques and the accuracy of messages conveyed to customers.
  • Collaborate with operations and training departments to enhance collector performance by focusing on call quality, productivity, customer service, and alignment with client and company standards.
  • Conduct thorough file audits as required to verify that our services consistently meet or surpass client standards for account management, providing actionable feedback to improve performance.
  • Take proactive measures, including corrective actions and disciplinary measures, when collectors violate federal and state laws identified during call monitoring, and maintain comprehensive records of such violations.


Expected/Key Results

Engage in communication with operations management.

Establish external contacts with approved sources for information.

Contribute to the training and growth of emerging Quality Assurance Specialists.

Participate actively in monthly calibration sessions.

Execute special projects as required or delegated by management.

Aid in the onboarding and training of new hires


Competencies & Skills


  • Proficiency in navigating multiple applications seamlessly.
  • Strong time management skills.
  • Fundamental multitasking abilities.
  • Previous experience in quality assurance, with a preference for experience in the collection industry.
  • Skill in accurately recalling, evaluating, and documenting calls.
  • Competence in collecting, organizing, analyzing, and identifying data trends.
  • Effective verbal and written communication skills.
  • Capacity to maintain objectivity and fairness when assessing performance.
  • Familiarity with phone systems, including SYMPOSIUM.
  • In-depth understanding of FS policies and procedures.
  • Familiarity with CUBS software.
  • Basic mathematical knowledge, particularly in calculating percentages.
  • Understanding of clients' performance standards.
  • Knowledge of FDCPA and State Laws.
  • Proficiency with personal computers and basic keyboarding skills.
  • Basic proficiency in Microsoft Word, Excel, and email.
  • Familiarity with navigation within the NICE system


  • Preferred Educational Qualifications- Any degree


Contact Name: Padmapriya Shekar

Email: padmapriya.shekar1@firstsource.com

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