Quality Auditor

Job description

“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.” Role Purpose The Quality Agent is responsible for reviewing customer interactions and back-office transactions to ensure accuracy, compliance, and customer experience excellence within the Energy process. The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations. Designation : Quality Analyst Job location : Bangalore Experience : 2 to 5 years of experience in Quality Auditing for International Voice Process-Utility process Role & Responsibilities • Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly voice • Ensure all audits are completed within defined timelines and sampling requirements. • Assess transactions against quality parameters such as accuracy, communication, process adherence, and compliance. • Identify opportunities, provide detailed coaching points, and document constructive feedback • Highlight coaching opportunities and support clients with quality input. • Maintain accurate and up-to-date QA records in designated tools or trackers. • Participate in calibration sessions to maintain alignment on audit standards. • Report daily and weekly QA performance and highlight recurring error trends. • Ensure high accuracy and low variance (≤5%) in audit results compared to client validations. • Uphold confidentiality and compliance with client and organizational guidelines. Experience & Qualifications • Understanding of QA Process, Auditing, feedback within a BPO/Contact Centre setup. • Experience in Energy / Utilities domain preferred -1- 2 years • Graduate in any discipline. • Proficient in Excel and audit documentation. Key Skills & Competencies • Strong attention to detail and ability to identify process deviations. • Strong written and verbal communication • Strong understanding of energy operations (billing, metering, tariff, complaints, collections). • Knowledge of Excel and QA templates • Good typing speed • Awareness of AI tools (Desired) • Ability to follow audit guidelines and deliver consistent results. • Strong sense of accountability and ownership for assigned audits. • Language – B2 ⚠️ 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.