Qualifications:

º College degree or relevant experience in education, communication or quality assurance preferred. 

º 2-3 yrs Experienced in BPO set-up on the said role is a MUST with Comms Skills / With Healthcare Exp.

º Extensive knowledge in MS Office required

º Contact Centre knowledge and experience is required

WORK BRIEF:

The primary purpose of this position is to identify, analyse and enhance competencies of

associates and ensure delivery of service level quality metrics per our customer

agreement in alliance with Firstsource’s core values. This person would be responsible

for performing a variety of tasks including but not limited to auditing, creating &

reviewing quality reports, trending and analysing audit/feedback results and being the

point of contact for questions and client communications. The individual serves as an

expert resource for the organization on processing knowledge for the assigned unit and

associated quality measures.

CORE RESPONSIBILITIES

 Constant analysis of quality metrics at an individual, team and organizational

level.

 Provide timely quality follow through in the form of audits, side by sides, kickstart meetings and development sessions.

 Develop and maintain a repository of internal monitoring results & feedback to

identify trends and target improvements.

 Ensure communication with other Quality Analysts exists while passing new

information to team members & support the team in developing/maintaining

new training material and initiatives geared towards quality improvement.

 Stay abreast of the new trends and tools in employee development.

 Support the Service Quality unit by identifying new initiatives to include

expanding the quality program scope and maintenance of processing models,

guidelines and scoring methodologies.

 Performs other work-related duties as assigned.