WORK BRIEF:

The primary purpose of this position is to identify, analyze and enhance competencies of associates and ensure delivery of service level quality metrics per our customer agreement in alliance with Firstsource’s core values. This person would be responsible for performing a variety of tasks including but not limited to auditing, creating & reviewing quality reports, trending and analyzing audit/feedback results and being the point of contact for questions and client communications. The individual serves as an expert resource for the organization on processing knowledge for the assigned unit and associated quality measures.

CORE RESPONSIBILITIES

· Constant analysis of quality metrics at an individual, team and organizational level.

· Provide timely quality follow through in the form of audits, side by sides, kick-start meetings and development sessions.

· Develop and maintain a repository of in...