Service Quality Specialist
2 days ago
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 Executive
Function/Department: Service Quality
Experience : 3-5 years of experience in Telecom or Collection process.
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:
-
Service Quality Specialist
1 day ago
bangalore, India Firstsource Full timeFirstsource 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...
-
Service Quality Specialist
1 week ago
bangalore, India Firstsource Full timeFirstsource 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...
-
Service Quality Specialist
2 days ago
bangalore, India Firstsource Full timeFirstsource 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...
-
Technical Service Specialist II
2 days ago
bangalore, India GSI Electronics Inc Full timeDo you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution. AGCO is looking to hire candidates for the position of Technical Service Specialist II, Precision Farming. The...
-
Technical Service Specialist II
1 week ago
bangalore, India GSI Electronics Inc Full timeDo you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution. AGCO is looking to hire candidates for the position of Technical Service Specialist II, Precision Farming. The...
-
Service Now Integration Specialist
1 month ago
Bangalore, India Tech Turmeric IT Services Full timeJob SummaryAs a Service Now Integration Specialist, you will leverage your 4+ years of experience to design, implement, and manage integrations between the ServiceNow platform and various external systems. Your role will involve developing integration solutions that enhance business processes and ensure seamless data flow. Based in Bengaluru, you will be...
-
Technical Service Specialist II
1 week ago
bangalore, India AGCO Full timeDo you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution. AGCO is looking to hire candidates for the position of Technical Service Specialist II, Precision Farming. The...
-
Technical Service Specialist II
2 days ago
bangalore, India AGCO Full timeDo you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution. AGCO is looking to hire candidates for the position of Technical Service Specialist II, Precision Farming. The...
-
Specialist - Creative Quality Assurance
2 months ago
Bangalore, India MarketStar Full timeIf you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.Role - Specialist - Creative Quality Assurance.Experience- 3+ Years.Location- Bangalore.About MarketStarIn everything we do, we believe in creating growth, for our clients, employees, and community. For the past 35+ years, we...
-
Quality Control Specialist
3 months ago
bangalore, India Deluxe Full timeJob Quality Control Specialist Description About the Company As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, Warner Media, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many...
-
Quality Control Specialist
2 days ago
bangalore, India Deluxe Full timeJob Quality Control Specialist Description About the Company As the world’s leading multidisciplinary service provider, Deluxe underpins the media and entertainment industry, servicing content creators and distributors including Netflix, Warner Media, The Walt Disney Company, Amazon, Apple, Viacom, NBCU, Google, AT&T and many others, by...
-
Customer Service Specialist
3 months ago
Bangalore, India TE Connectivity Full timeAt TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world. Job Overview TE Connectivity Ltd. is a $16.3 billion global technology and manufacturing leader creating a safer, sustainable, productive, and connected future. For more than 75 years, our...
-
Integration Quality Specialist
4 weeks ago
Bangalore, India SAP Full timeWe help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Integration Quality Specialist
1 week ago
bangalore, India SAP Full timeWe help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Senior DevOps/ Quality Specialist
1 month ago
Bangalore, India SAP Full timeWe help the world run better At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and...
-
Quality Specialist, LMAQ
1 week ago
bangalore, India ADCI - Karnataka - A66 Full timeAbout the team:The Last Mile Analytics & Quality Team aims to ease the delivery process by continuously improving the accuracy of data used for optimizing the last mile process. The team partners with product, engineering, data science and operations to identify gaps in the existing technology and implement sustainable and long-term solutions to minimize...
-
Quality Specialist, LMAQ
2 days ago
bangalore, India ADCI - Karnataka - A66 Full timeAbout the team: The Last Mile Analytics & Quality Team aims to ease the delivery process by continuously improving the accuracy of data used for optimizing the last mile process. The team partners with product, engineering, data science and operations to identify gaps in the existing technology and implement sustainable and long-term solutions to minimize...
-
Specialist - Quality
4 months ago
bangalore, India AkzoNobel Full timeAbout AkzoNobel Since , we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than countries and use our expertise to sustain...
-
Specialist - Quality
15 hours ago
bangalore, India AkzoNobel Full timeAbout AkzoNobelSince , we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than countries and use our expertise to sustain...
-
Service Management Delivery Specialist
4 months ago
bangalore, India Vodafone Full timeWhat you’ll do The Service Management Delivery Specialist delivers activities across the business cycle phases: sell, build, run. Commencing with customer engagement and identifying business growth opportunities based on the customer needs and capabilities. They create a commercially viable business case, overseeing the transition of business...