2 Firstsource Solutions Quality Analyst Jobs

The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.

• Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality
• Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business
• Ascertain right coaching needs are identified by the operations team through their evaluations
• Carry out calibration with stakeholders as per agreed process
• Proactive management of identifying trends, producing root cause analysis and providing solutions
• Develop & implement standard quality methodology to include guidelines, policies and procedures
• Work with the business leaders and managers to identify gaps and implement plans to close and improve
• Implement robust monitoring of internal QA and maintains an efficient performance management system
• Review and present regular management information on quality measures and improvements
• Meet KRAs as agreed and any that may get added due to business needs
• Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.
• Review and Drive Training Needs Analysis - Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.
• Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.
• Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence
• Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.
• Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.
• Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.