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Quality Assurance-Call Center

Full Time


Work location: Palm Bay, FL (NOT remote)


The Quality Analyst is responsible for implementation and delivery of exceptional quality framework that supports consistent delivery of client metrics.

Working closely with client to understand requirements and business critical measurements, ensuring appropriate standard of quality monitoring and measurement is implemented to achieve exceptional quality

Assess sample work output from various teams for pre-defined audit monitoring as per evaluation criteria defined by business

Ascertain right coaching needs are identified by the operations team through their evaluations

Carry out calibration with stakeholders as per agreed process

Proactive management of identifying trends, producing root cause analysis and providing solutions

Develop & implement standard quality methodology to include guidelines, policies and procedures

Work with the business leaders and managers to identify gaps and implement plans to close and improve

Implement robust monitoring of internal QA and maintains an efficient performance management system

Review and present regular management information on quality measures and improvements

Meet KRAs as agreed and any that may get added due to business needs

Develop and maintain a log of the learning and ensure these are passed on to the training team to be implemented along with other best practices for all future training programs.

Review and Drive Training Needs Analysis – Pre/post training assessment for new hires and cross trained resources. Identify & close training gaps across function.

Work closely with Training team on training needs identified for colleagues and collaboratively implement plans to improve performances of bottom performers.

Actively participate in progressive disciplinary process for employees not able to meet or maintain standards of excellence

Execute strong governance plans to communicate with the internal Customers, Stakeholders and Clients to gain information, feedback and approval.

Demonstrate strong customer service ethic in the team through active communication, regular updates & meetings.

Co-ordinate with other centers to share best practices, continuous improvement of modules, delivery and ensure adherence to best practices identified in FSL.


High school education required; degree level preferred

Quality auditing in a call center environement required

Experience in an
omni-channel queue
(min 1-2 yrs)

Should have significant experience of
either face to face or in a virtual space

Experience in
data collection, analysis (RCA, TNI, quality tools), reporting & governance

Should have worked with cross cultural team

Ability to work across the training cycle from training needs analysis, design, delivery and evaluation

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

FirstsourceT participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employees I-9 to confirm work authorization.

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

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