Analyst - Quality

Role overview

Analyst - Quality at Firstsource Solutions Limited

The role focuses on identifying errors, maintaining audit accuracy, and supporting performance improvement across operations.

Preferred qualifications and skills

• Experience & Qualifications - Understanding of QA Process, Auditing, feedback within a BPO/Contact Centre setup. - Experience in Energy / Utilities domain preferred (e.g., E.ON, OVO, Bulb, Octopus Energy). 1- 2 years - Graduate in any discipline. - Proficient in Excel and audit documentation.

Additional role details

• Job Role Profile: Quality Agent – Energy Process 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.
• Key Responsibilities - Conduct quality audits on transactions for energy-related processes (billing, metering, complaints, etc.), mainly back-office. - 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 errors, provide detailed feedback, and document corrective actions. - Highlight coaching opportunities and support clients with quality inputs. - 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.
• Key Skills & Competencies - Strong attention to detail and ability to identify process deviations. - Good written and verbal communication skills. - Strong understanding of energy operations (billing, metering, tariff, complaints, collections). - Knowledge of Excel and QA templates or tools. - Ability to follow audit guidelines and deliver consistent results. - Strong sense of accountability and ownership for assigned audits.