Quality Assurance Lead for Customer Experience

1 day ago


Bengaluru, Karnataka, India Firstsource Full time

As a Senior Quality Analyst at Firstsource, you will play a pivotal role in ensuring the highest level of customer satisfaction and service excellence within our organization. This role requires an individual who can oversee and improve service quality standards, analyze customer feedback, and implement strategies to enhance overall service delivery.

We are seeking a highly skilled Quality Assurance Lead for Customer Experience to join our team in Bangalore. As a key member of our Service Quality department, you will be responsible for monitoring collection calls meticulously to ensure adherence to federal and state regulations, offering constructive feedback to enhance compliance among collectors.

The ideal candidate will have 3-5 years of experience in BPO and possess strong time management skills, fundamental multitasking abilities, and proficiency in navigating multiple applications seamlessly. You will also have a strong understanding of FS policies and procedures, familiarity with CUBS software, and basic mathematical knowledge, particularly in calculating percentages.

In this role, you will 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. You will also 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.

The salary for this position is estimated to be around ₹800,000 - ₹1,200,000 per annum, depending on your qualifications and experience. As a Quality Assurance Lead for Customer Experience, you will contribute to the training and growth of emerging Quality Assurance Specialists, participate actively in monthly calibration sessions, and execute special projects as required or delegated by management.



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