Call Quality Auditor

Work location:Remote (Work from Home)

Sourcepoint, a Firstsource company, is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Be the difference - become part of the Firstsource family today!

Position Title: Quality Analyst - Contact Center

Position Purpose:
The primary objective of this role is to evaluate and enhance associate performance by ensuring compliance with quality standards and service level agreements, in alignment with Firstsource's core values. The Quality Analyst will be responsible for conducting audits, generating and analyzing quality reports, identifying performance trends, and acting as a liaison for internal teams and clients. This individual will serve as a subject matter expert in processing knowledge, quality metrics, and improvement initiatives for the assigned unit.

Key Responsibilities:

* Conduct detailed analysis of individual, team, and organizational quality performance metrics.

* Perform regular audits, side-by-sides, coaching sessions, and development meetings to support associate improvement.

* Maintain a repository of internal quality data to track trends and guide performance enhancement strategies.

* Collaborate with other Quality Analysts to share updates, support content development, and maintain training materials.

* Stay informed on industry trends and best practices in quality and employee development.

* Contribute to the evolution of quality initiatives, including expanding scope, refining scoring methodologies, and updating guidelines.

* Serve as a primary point of contact for quality-related client communications and inquiries.

* Perform additional duties as assigned.

Skills and Competencies:

* Strong understanding of contact center operations and commitment to service excellence.

* Demonstrated success in quality monitoring and performance improvement.

* Skilled in identifying process inefficiencies and agent performance gaps.

* Exceptional verbal, written, and presentation skills, including the ability to deliver feedback constructively and confidentially.

* Highly organized, detail-oriented, and capable of managing multiple priorities.

* Effective in remote mentoring and coaching environments.

Qualifications:

* Bachelor's degree in a related field (education, communication, business) or equivalent experience preferred.

* Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word) required.

* 2 years experience in an international contact center. Quality experience

* 2 years of healthcare experience.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.