Senior Quality Auditor

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients. Job Title: Quality Assurance Specialist Location:  India, Mumbai, Malad – Paradigm B Wing Business Unit:  Firstsource Advantage Position Type:  Full-Time About the Role Are you detail-oriented with a strong understanding of compliance and performance standards? Firstsource Advantage is seeking a Quality Assurance Specialist to monitor, assess, and improve collector performance. In this role, you will evaluate calls and account activity to ensure compliance with federal and state regulations, client standards, and company policies. You will provide meaningful, data-driven feedback to operations and training teams to enhance productivity, call quality, compliance, and overall performance. This role plays 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 Checks for any errors or deviations and highlights deviations as per the 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 to…