Quality Auditor

Position Purpose:

The primary objective of this role is to evaluate and enhance associate performance by ensuring compliance with quality standards and service level agreements, in alignment with Firstsource's core values. The Quality Analyst will be responsible for conducting audits, generating and analyzing quality reports, identifying performance trends, and acting as a liaison for internal teams and clients. This individual will serve as a subject matter expert in processing knowledge, quality metrics, and improvement initiatives for the assigned unit.

Key Responsibilities:

• Conduct detailed analysis of individual, team, and organizational quality performance metrics.
• Perform regular audits, side-by-sides, coaching sessions, and development meetings to support associate improvement.
• Maintain a repository of internal quality data to track trends and guide performance enhancement strategies.
• Collaborate with other Quality Analysts to share updates, support content development, and maintain training materials.
• Stay informed on industry trends and best practices in quality and employee development.
• Contribute to the evolution of quality initiatives, including expanding scope, refining scoring methodologies, and updating guidelines.
• Serve as a primary point of contact for quality-related client communications and inquiries.
• Perform additional duties as assigned.

Skills and Competencies:

• Strong understanding of contact center operations and commitment to service excellence.
• Demonstrated success in quality monitoring and performance improvement.
• Skilled in identifying process inefficiencies and agent performance gaps.
• Exceptional verbal, written, and presentation skills, including the ability to deliver feedback constructively and confidentially.
• Highly organized, detail-oriented, and capable of managing multiple priorities.
• Effective in remote mentoring and coaching environments.
• Bilingual (English/Spanish) with the ability to audit, coach, and deliver feedback in both languages.

Qualifications:

• Bachelor's degree in a related field (education, communication, business) or equivalent experience preferred.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word) required.
• 2 years of experience in an international contact center; quality experience required.
• 2 years of healthcare experience.
• Fluency in Spanish and English required (written and verbal).