Quality Analyst

About the Role

Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. This role involves evaluating calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies. The specialist will provide data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance, playing a critical part in maintaining regulatory integrity and driving continuous improvement.

Key Responsibilities

Call Monitoring & Compliance Oversight

• Monitor collection calls to ensure compliance with federal and state laws.
• Evaluate collection techniques, payment hierarchy, accuracy, and adherence to company/client standards.
• Document violations and initiate remediations, corrective or disciplinary actions when necessary.
• Log and report compliance findings accurately.
• Check for any errors or deviations and highlight them as per guidelines.

Performance Evaluation & Feedback

• Provide constructive feedback to operations and training teams to improve:
• Call quality
• Compliance
• Collection Effectiveness
• Regulatory requirements
• Process / Procedural AOI
• Identify performance trends and recommend improvement strategies.
• Participate in monthly calibration sessions to ensure scoring consistency.

Data Analysis & New Hire Training

• Collect, organize, and analyze trends.
• Assist in identifying operational gaps and recommending solutions.
• Structured and motivated new hire during batch QA Sessions month over month.

Training & Collaboration

• Assist in training and developing new Quality Assurance Specialists.
• Follow the call listening calendar. Coordinate with Ops and ensure adherence.
• Partner with operations management to improve collector performance.
• Complete special projects as assigned by management.
• Conduct calibration sessions to ensure consistency on scoring & understanding of Quality deliverables.
• Conduct briefings to cascade updates, new procedures to be followed, and address team-specific issues, including top AOI and TNI.

Qualifications

• 12th pass and above.
• Preferably 18+ months of experience in QA.
• Basic proficiency in Microsoft Word, Excel, and Email.
• Strong time management and multitasking skills.
• Ability to objectively evaluate and document performance.
• Strong verbal and written communication skills.
• Basic math skills, including calculating percentages.

Preferred Qualifications

• Experience within the collections industry.
• Previous Quality Assurance experience in International VOICE BPO.

Key Performance Indicators

• Compliance accuracy and documentation quality.
• Identification and reduction of process / regulatory / compliance violations.
• Improvement in collector quality metrics / collection effectiveness.
• Accuracy and consistency in call scoring.
• Effectiveness of feedback and coaching support.