Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.


We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.


Our clientele includes Fortune 500 and FTSE 100 companies.


Role Description: The Quality Analyst 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 the quality of the workforce through training, evaluation, and development initiatives to ensure that employees consistently meet the highest standards of performance.


Roles & Responsibilities


Collaborate with department heads and managers to identify skill gaps and training needs within the organization.


Develop and customize training programs, materials, and resources tailored to meet the specific needs of different teams and roles.


Facilitate training sessions, workshops, and seminars to enhance employee skills and capabilities.


Establish quality assurance metrics and evaluation criteria to measure the effectiveness of training programs and employees' performance.


Provide constructive feedback to employees, coaching them on areas of improvement and best practices to ensure continuous skill development.


Maintain accurate records of training activities, performance assessments, and employee progress.


Generate and present regular reports to management highlighting the impact of training


and development efforts on employee performance.


Continuously update training materials and methods to align with industry best practices and evolving business needs.


Ensure that all training activities comply with regulatory requirements and industry standards.


Collaborate with HR, department heads, and cross-functional teams to align training efforts with company goals and objectives.


Expected/Key Results


Strict adherence to established quality benchmarks and standards


Meet and exceed defined Service Level Agreements (SLAs) consistently


Minimize variance levels across all call categories to ensure consistency


Drive improvements in existing processes, enhancing efficiency and effectiveness


Monitor and publish key metrics related to quality for transparency and evaluation


Engage actively in Individual Development Plans (IDPs) for continual personal and professional growth


Qualifications


The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.


Education


High school diploma or equivalent required


Certification in training and development strongly preferred


Work Experience


At least 2 years of experience in designing and delivering employee training and development programs


Competencies & Skills


Strong knowledge of adult learning principles and training methodologies


Excellent verbal and written communication and presentation skills


Analytical mindset with the ability to assess training effectiveness through data and metrics


Strong organizational and attention to detail skills


Proficiency in training software and tools


Ability to work independently with effective time management skills


Ability to adapt to a dynamic work environment


Additional Qualifications


Ability to work flexible schedule to accommodate employee training schedules


Ability to travel for onsite training


Possession of a valid drivers license and ability to meet the insurability standards of the companys motor vehicle insurance carrier for any work-related driving


Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements


Ability to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug test


Work Environment


The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This position may work onsite or remotely from home, exposed to outdoor weather conditions during travel.


Physical Demands


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Must be able to regularly or frequently talk and hear, walk, stand or sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally climb stairs and lift equipment up to 60 pounds.


Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.


Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.