Quality Auditor

Responsibilities

• Conduct quality audits on voice transactions for energy-related processes including billing, metering, and complaints
• Assess transactions against 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 ability to identify process deviations
• Excellent written and verbal communication skills
• Proficiency in Microsoft Excel and familiarity with QA templates
• Good typing speed
• Language proficiency at B2 level
• Ability to follow strict audit guidelines and maintain accountability

Preferred Qualifications

• Awareness of AI tools
• Understanding of energy operations such as billing, metering, tariffs, and collections

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 cutting-edge tech, data, and analytics to solve complex challenges for our clients through our differentiated UnBPO approach.