Senior Quality Assurance Specialist

13 hours ago

Delhi, Delhi, India Firstsource Full time

At Firstsource, we're committed to delivering exceptional service and driving business growth. As a Senior Quality Assurance Specialist, you'll play a vital role in ensuring our customers receive the highest level of service excellence.

About the Role

We're seeking an experienced professional to oversee and improve our service quality standards, analyze customer feedback, and implement strategies to enhance overall service delivery. This is a challenging yet rewarding opportunity to make a real impact on our customers' experiences.

Key Responsibilities

  • Monitor collection calls meticulously to ensure adherence to federal and state regulations, providing 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 Outcomes

  • Engage in communication with operations management to drive process improvements.
  • Establish external contacts with approved sources for information to stay up-to-date on industry trends.
  • Contribute to the training and growth of emerging Quality Assurance Specialists to develop a skilled team.
  • Participate actively in monthly calibration sessions to align teams and drive consistency.
  • Execute special projects as required or delegated by management to drive business growth.

Requirements

  • Proficiency in navigating multiple applications seamlessly to streamline workflows.
  • Strong time management skills to prioritize tasks and meet deadlines.
  • Fundamental multitasking abilities to handle multiple responsibilities simultaneously.
  • Previous experience in quality assurance, preferably in the collection industry, to bring relevant expertise.
  • Skill in accurately recalling, evaluating, and documenting calls to provide actionable feedback.
  • Competence in collecting, organizing, analyzing, and identifying data trends to inform decision-making.
  • Effective verbal and written communication skills to engage with stakeholders and drive results.
  • Candidate must have a high school diploma or equivalent. A degree in any field will be preferred but not necessary.
  • Prior experience working with phone systems, including SYMPOSIUM, CUBS software, and NICE system would be beneficial.

Compensation Package

The salary range for this position is approximately $70,000-$85,000 per annum, depending on qualifications and experience. In addition to a competitive salary, we offer a range of benefits, including medical insurance, retirement plans, and paid time off.

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