Sr Executive QA Uk Process

Sr Executive QA Uk Process

1 - 3 Years
Not Specified

Job Description

Sr Executive QA Uk Process
Shifts & Offs –Rotational
Education- 12th minimum
Tl experience- 1 year on papers
Mandatory –International BPO experience /Good Communication skills
Location- Malad
Responsibilities& KPI

• Fulfill all client related requirements
• Monitor agents to identify errors, deviations & initiate corrective measures.
• Provide actionable data to various internal support groups as needed.
• Generate account specific QA reports based upon predefined contractual criteria and provide inputs to
• Create & maintain timely & accurate QA database.
• Conduct feedback sessions with Agents.
• Participate in design of call monitoring formats and quality standards.
• Compile and track performance at team and individual level.
• Participate in customer and client listening programs to identify customer needs and expectations.
• Coordinate and facilitate call calibration sessions for call center staff.
• Provide feedback to call center team leaders and managers.
• Prepare and analyze internal and external quality reports for management staff review


Firstsource is a leader in business process outsourcing, offering a broad portfolio of core enterprise and industry-specific services. The Company’s approach puts process in the forefront, coupling deep process knowledge and insights with targeted analytics and pragmatic reengineering to deliver an integrated solution. Services are seamlessly delivered using the Rightshoring model to meet a client’s business objectives and cost reduction strategy.

The demand for BPO continues to be driven by the economic need to deliver quality, cost efficient services and the business requirement to remain competitive and innovative. We focus on meeting the individual needs of our clients and delivering measurable service improvement and value.

Company Overview
Improving client processes and driving business impact is the prime focus of our entire organization of over 25,000 employees. Firstsource couples its deep process knowledge, insights and best practices with targeted analytics and pragmatic reengineering to deliver a comprehensive solution. Our broad portfolio consists of both enterprise and industry-specific services. In all areas, we execute simple transactional needs to providing process management capabilities, where complex decision-making and keen judgment are required. Services are seamlessly delivered from our Rightshoring model with 44 centers in four countries to meet a client’s business objectives and cost reduction strategy.

Firstsource focuses on the industries of Telecom, Banking & Financial Services, Insurance, Media, Publishing and Healthcare. Our solutions span across the customer life cycle of Customer Acquisition, Customer Services, Transaction Processing, Collections & Accounts Receivables Management and Research & Analytics.
We develop reliable and scalable solutions for essential business processes, consecutive with industry best practices and supported by a robust technology infrastructure, proprietary tools, strong human resources and transition framework.

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