Associate - Quality Auditor

Responsibilities

• Conduct quality audits on energy-related transactions, including billing, metering, and complaints, primarily via voice interactions.
• Assess transactions against key quality parameters such as accuracy, communication, process adherence, and compliance.
• Identify errors and provide detailed coaching points and constructive feedback to support performance improvement.
• Maintain accurate and up-to-date QA records using designated tools and trackers.
• Participate in calibration sessions to ensure alignment on audit standards.
• Report daily and weekly QA performance and highlight recurring error trends.
• Ensure high audit accuracy and maintain low variance compared to client validations.

Requirements

• Graduate or Undergraduate degree in any discipline.
• Strong attention to detail and the ability to identify process deviations.
• Excellent written and verbal communication skills.
• Strong understanding of energy operations (billing, metering, tariff, complaints, collections).
• Proficiency in Microsoft Excel and familiarity with QA templates.
• Language proficiency at a B2 level.
• Ability to follow strict audit guidelines and deliver consistent results.

Preferred Qualifications

• Awareness of AI tools.
• Good typing speed.
• Interest in starting a career within the Quality domain.

About the Company

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader in providing business process solutions. We serve diverse industries including Healthcare, Banking, Financial Services, Communications, Media, and Technology. With a global footprint, we leverage a differentiated approach to reimagining traditional outsourcing, delivering future-focused solutions that drive speed, scale, and smarter decision-making for our clients.