Quality Auditor

Responsibilities

• Conduct quality audits on voice transactions for energy-related processes, including billing, metering, and complaints.
• Assess transactions against key quality parameters such as accuracy, communication, process adherence, and compliance.
• Identify performance gaps and provide detailed coaching points and constructive feedback to team members.
• Maintain accurate QA records and report daily and weekly performance trends to management.
• Participate in calibration sessions to ensure alignment on audit standards and maintain low variance in results.
• Ensure all audits are completed within defined timelines and sampling requirements.

Requirements

• 2 to 5 years of experience in Quality Auditing within an International Voice Process.
• Graduate degree in any discipline.
• Proficiency in Microsoft Excel and audit documentation.
• Strong written and verbal communication skills.
• High attention to detail and the ability to identify process deviations.

Preferred Qualifications

• 1 to 2 years of experience specifically within the Energy or Utilities domain.
• Familiarity with energy operations such as billing, metering, tariffs, and collections.
• Awareness of AI tools for quality assurance.

About the Company

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global leader providing business process solutions and services across various industries, including Healthcare, Banking, Financial Services, and Energy. With a global footprint, Firstsource leverages cutting-edge technology and domain-centered teams to deliver real-world, future-focused solutions for their clients.