Quality Analyst

Overview

Firstsource is a RP Sanjiv Goenka Group company, Firstsource is a leading provider of customised Business Process Management (BPM) services. We are trusted partners to 100+ global brands, with operations across the US, UK, India, and the Philippines. Our rightshore delivery model supports the full customer lifecycle across the Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors. Our clients include Fortune 500 and FTSE 100 companies.

Location: Melbourne, VIC

Employment Type: Permanent, Full-Time

Responsibilities

• Analyse business operations and quality assurance processes to identify performance improvement opportunities.
• Design, implement, and monitor frameworks to track client delivery metrics and customer satisfaction.
• Collaborate with stakeholders to understand business requirements and drive quality outcomes.
• Conduct trend analysis and root cause assessments; present data-driven improvement recommendations.
• Facilitate coaching and calibration sessions to maintain consistent standards across teams.
• Audit outputs and prepare quality reports with actionable insights.
• Maintain accurate documentation and quality databases.
• Promote continuous improvement through knowledge sharing and adherence to best practices.

Qualifications

• Bachelor’s degree or higher in Business, Engineering, or a related field.
• Minimum 2 years’ experience in quality assurance, business analysis, or process improvement roles.
• Proven ability to analyse data and translate insights into practical solutions.
• Strong communication and stakeholder engagement skills.
• Proficiency in reporting tools and data presentation.
• Collaborative team mindset with attention to detail.
• Experience working with quality frameworks aligned to client KPIs.
• Familiarity with customer success platforms and quality audit systems.
• Exposure to training delivery or performance coaching environments.

Disclaimer

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

#J-18808-Ljbffr