Quality Manager

3 days ago

Bengaluru, Karnataka, India Firstsource Full time ₹ 2,50,000 - ₹ 7,50,000 per year

Job Title:
Manager – Quality Analyst

Department:
Service Excellence

Hiring Manager:
Department Manager

Reporting To:
Manager – Quality

Posting Location:
Chennai / Bangalore

Status:
Full Time, Non-Exempt

Position Purpose:

The primary purpose of this role is to identify, analyze, and enhance the competencies of associates to ensure the delivery of service-level quality metrics as per customer agreements, aligned with Firstsource's core values. The Manager – Quality Analyst will be responsible for a range of tasks including auditing, reviewing quality reports, analyzing feedback trends, and serving as a key point of contact for client communications. This individual will act as a subject matter expert on processing knowledge and quality measures for the assigned unit.

Key Accountabilities & Responsibilities:

  • Analyze quality metrics consistently at individual, team, and organizational levels.
  • Conduct audits, side-by-side evaluations, kick-start meetings, and development sessions to ensure timely quality follow-through.
  • Maintain a repository of internal monitoring results and feedback to identify trends and drive improvements.
  • Facilitate communication among Quality Analysts and support the team in developing and updating training materials and quality initiatives.
  • Stay updated on emerging trends and tools in employee development.
  • Support the Service Quality unit by identifying new initiatives, expanding the scope of the quality program, and maintaining processing models, guidelines, and scoring methodologies.
  • Perform other work-related duties as assigned.

Desired Knowledge & Skills:

  • Strong background in contact center operations with a commitment to quality and continuous improvement.
  • Proven track record of delivering quality results and understanding of quality standards in customer interactions.
  • Ability to identify process improvement opportunities and address associate challenges.
  • Excellent communication skills—oral, written, and presentation—with the ability to deliver feedback constructively and confidentially.
  • Detail-oriented and well-organized.
  • Capability to mentor associates effectively, including remote mentoring.

Education, Experience & Training:

  • Bachelor's degree or relevant experience in education, communication, or quality assurance preferred.
  • Proficiency in Microsoft Office Suite is essential.
  • Prior experience in a contact center environment is required.

Disclaimer:
Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or email addresses.

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