15h Left: Senior Quality Analyst

2 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:

  • Bengaluru, India SolarSquare Energy Full time

    Requirement:Should have 1 - 3 years of experience as a Quality Analyst / Quality AuditorIndustry preferred: BPOJob Location Baner, PuneJob Type: WFOWorking: 6 days workingPerk: 4 - 4.5 LPA CTCLanguage: Hindi, English, Tamil, Telugu and KannadaA Call Quality Auditor, also known as a QA analyst, assesses agent performance in a call center to ensure they're...


  • Bengaluru, Karnataka, India Kenvue Full time

    Role Summary We are seeking a Senior Financial Planning Analyst to join our team in Bangalore. The successful candidate will be responsible for providing financial analysis to support business decision-making, including risk and opportunity assessments, budgeting, and forecasting.About Kenvue At Kenvue, we're passionate about creating everyday care products...

  • [15h Left] Research

    1 week ago


    Bengaluru, India ISG (Information Services Group) Full time

    Wanted: dynamic and creative individuals ready to connect with a like-minded team. You’ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn’t mean you’ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get...

  • Quality analyst

    4 weeks ago


    Bengaluru, India Teleperformance Full time

    Quality Analyst,Should have experience in Domestic BPO,Should have experience in QualityGood comm skills,Should know two south languages,Conduct regular training sessions to enhance team skills and knowledge of products/services.Collaborate with cross-functional teams to identify areas for improvement in service delivery processes.Analyse customer feedback...

  • Manual Tester Role

    3 weeks ago


    Bengaluru, Karnataka, India Novastrid Full time

    Novastrid seeks a skilled Manual Tester to ensure the quality and performance of our applications.Job DescriptionWe are looking for a detail-oriented Manual Test Engineer to join our development team in Bangalore, Chennai, or Hybrid/WFH environments. The ideal candidate will play a critical role in ensuring the quality and performance of our applications by...

  • Quality Analyst

    4 weeks ago


    Bengaluru, India Teleperformance Full time

    Quality Analyst,Should have experience in Domestic BPO,Should have experience in QualityGood comm skills,Should know two south languages,Conduct regular training sessions to enhance team skills and knowledge of products/services.Collaborate with cross-functional teams to identify areas for improvement in service delivery processes.Analyse customer feedback...

  • Quality Analyst

    1 month ago


    Bengaluru, India Teleperformance Full time

    Quality Analyst,Should have experience in Domestic BPO,Should have experience in QualityGood comm skills,Should know two south languages,- Conduct regular training sessions to enhance team skills and knowledge of products/services.- Collaborate with cross-functional teams to identify areas for improvement in service delivery processes.- Analyse customer...


  • Bengaluru, Karnataka, India Focaloid Technologies Full time

    Job Title: Senior Web Development ExpertFocaloid Technologies seeks a highly skilled and experienced Senior Web Development Expert to join our team. As a key member of our development team, you will be responsible for designing, developing, and maintaining scalable web applications using Angular 4+ and PHP (Laravel).Key Responsibilities:Design and implement...

  • Quality Analyst

    1 month ago


    Bengaluru, India Teleperformance Full time

    Quality Analyst,Should have experience in Domestic BPO,Should have experience in QualityGood comm skills,Should know two south languages,Conduct regular training sessions to enhance team skills and knowledge of products/services.Collaborate with cross-functional teams to identify areas for improvement in service delivery processes.Analyse customer feedback...

  • Quality Analyst

    1 month ago


    Bengaluru, India Teleperformance Full time

    Quality Analyst,Should have experience in Domestic BPO,Should have experience in QualityGood comm skills,Should know two south languages,Conduct regular training sessions to enhance team skills and knowledge of products/services.Collaborate with cross-functional teams to identify areas for improvement in service delivery processes.Analyse customer feedback...

  • QA Analyst

    2 weeks ago


    Bengaluru, India WellnessLiving Full time

    Responsibilities :     Collaborate with the team to estimate testing efforts for user stories, features, and releases. Define clear testing scopes, prioritizing test cases based on feature complexity and project timelines. Review and analyze user stories and acceptance criteria to identify testable requirements, dependencies, and areas of high risk....


  • Bengaluru, Karnataka, India Godrej Properties Limited Full time

    **Job Overview:**Godrej Properties Limited is seeking a seasoned professional to fill the role of Senior MEP Infrastructure Development Specialist. As a key member of our team, you will be responsible for ensuring the timely and high-quality delivery of MEP services in our projects.**Key Responsibilities:Coordinate with Project Management Consultants and MEP...


  • Bengaluru, Karnataka, India Deqode Full time

    Deqode is seeking a highly skilled Senior Cloud Backend Developer to join our team. In this role, you will be responsible for designing and implementing scalable, secure, and efficient cloud-based systems using Python.About the Role:As a Senior Cloud Backend Developer at Deqode, you will play a key role in shaping the architecture of our cloud-based...


  • Bengaluru, Karnataka, India ScaleneWorks Full time

    About the Role:ScaleneWorks is seeking a highly skilled and experienced Senior Medical Director to lead our pharmacovigilance and risk management efforts. This is an exciting opportunity for a seasoned professional to join our team and contribute to the safe development and marketing of innovative products.As a Senior Medical Director, you will be...


  • 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...


  • Bengaluru, Karnataka, India myGwork Full time

    Job OverviewThis is a contract role for 1 year with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.Estimated Salary: $120,000 - $180,000 per annumKey ResponsibilitiesGather requirements from stakeholders to build a suite of analytical and reporting solutions, utilizing Amazon...


  • Bengaluru, India Luxoft Full time

    Project Description:We are looking for a Technical Business Analyst with experience in working on high-performing, scalable, enterprise-grade applications.You will be part of FX Enhancements team that works on critical Global Markets platforms with deliveries across front, middle and back-office functionalities on the vendor platform.Responsibilities:-...


  • Bengaluru, India Bloom Energy Full time

    Financial Analyst, Asset Management GroupBloom Energy, a solid oxide fuel cell company, is looking for a Business Analyst, Asset Management Group to join its world class team. This individual should be a dynamic professional who is looking for a rewarding future in one of today’s most exciting technologies. The position is responsible for the operation of...

  • Quality Analyst

    2 weeks ago


    Bengaluru, India SolarSquare Energy Full time

    Requirement:Should have 1 - 3 years of experience as a Quality Analyst / Quality AuditorIndustry preferred: BPOJob Location Baner, PuneJob Type: WFOWorking: 6 days workingPerk: 4 - 4.5 LPA CTCLanguage: Hindi, English, Tamil, Telugu and KannadaACall Quality Auditor,also known as a QA analyst, assesses agent performance in a call center to ensure they're...


  • Bengaluru, India tsworks Full time

    Who We Aretsworks Technologies India Private Limited (subsidiary of The Software Works, Inc, USA) is a technology product and services company. Our mission is to provide domain expertise, innovative solutions and thought leadership to empower businesses to thrive in a digital world. We value our employees, take pride in providing best value in customer...