[Hiring] Quality Auditor @Firstsource

Role Description

The primary purpose of this position is to identify, analyze and improve quality, to ensure delivery of SLA quality metrics per client contract. This includes but is not limited to:

• Auditing
• Creating & reviewing quality reports
• Trending and analyzing audit findings
• Answering examiner questions
• Client communications
• Training and continuing education programs
• Assisting in the development of employees
• Ensuring processes are in place to meet client and organizational goals

The Quality Auditor plays a critical role in enhancing the skills and performance of team members. Primary responsibilities include:

• Working closely with various departments to assess and improve workforce quality
• Providing quality review and training for employee development
• Resolving issues professionally with a variety of individuals
• Interfacing with operations management personnel
• Providing timely quality follow-through in the form of audits and development sessions
• Performing other work-related duties as assigned

Qualifications

• High School diploma, preferably some college
• Previous experience in a Quality Assurance or Quality Auditor role
• Call center experience required
• Bilingual Spanish/English required
• Proficient use of computer systems (MS Office)
• Proven track record of quality work in current role
• Ability to recognize poor quality work or processes
• Ability to describe improvements to staff members
• Organized and attentive to detail

Company Description

Sourcepoint, a Firstsource company, is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across various industries.

• Established presence in the US, the UK, India, Mexico, Australia, and the Philippines
• Trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies