Quality Analyst

Company Profile

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

Job Title: Quality Assurance Specialist
Location: India, Mumbai, Malad – Paradigm B Wing
Business Unit: Firstsource Advantage
Position Type: Full-Time

About the Role

Are you detail-oriented with a strong understanding of compliance and performance standards? Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. In this role, you will evaluate calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies.

You will provide meaningful, data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance. This role plays a critical part in maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities

Call Monitoring & Compliance Oversight

• Monitor collection calls to ensure compliance with federal and state laws
• Evaluate collection techniques, payment hierarchy, accuracy, and adherence to company/client standards
• Document violations and initiate remediations, corrective or disciplinary actions when necessary
• Log and report compliance findings accurately
• Checks for any errors or deviations and highlights deviations as per the guidelines

Performance Evaluation & Feedback

• Provide constructive feedback to operations and training teams to improve:
  • Call quality
  • Compliance
  • Collection Effectiveness
  • Regulatory requirements
  • Process / Procedural AOI
• Identify performance trends and recommend improvement strategies
• Participate in monthly calibration sessions to ensure scoring consistency

Data Analysis & New Hire Training

• Collect, organize and analyze trends
• Assist in identifying operational gaps and recommending solutions
• Structured and motivated new hire during batch QA Sessions month over month

Training & Collaboration

• Assist in training and developing new Quality Assurance Specialists
• Follow the call listening calendar. Coordinate with Ops and ensure adherence to the same
• Partner with operations management to improve collector performance
• Complete special projects as assigned by management
• Conducting calibration sessions to ensure consistency on scoring & understanding of Quality deliverables
• Briefing to be conducted to cascade updates, new procedures to be followed and to address team specific issues including but not limited to top AOI and TNI

Minimum Qualifications

• 12th pass and above
• Preferably 18+ months of experience in QA
• Basic proficiency in Microsoft Word, Excel, and Email
• Strong time management and multitasking skills
• Ability to objectively evaluate and document performance
• Strong verbal and written communication skills
• Basic math skills, including calculating percentages

Preferred Qualifications

• Experience within the collections industry
• Previous Quality Assurance experience in International VOICE BPO

Key Performance Indicators

• Compliance accuracy and documentation quality
• Identification and reduction of process / regulatory / compliance violations
• Improvement in collector quality metrics / collection effectiveness
• Accuracy and consistency in call scoring
• Effectiveness of feedback and coaching support

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 @firstsource.com email addresses.