Firstsource is a RP Sanjiv Goenka Group company, Firstsource is a leading provider of customised Business Process Management (BPM) services. We are trusted partners to 100+ global brands, with operations across the US, UK, India, and the Philippines. Our rightshore delivery model supports the full customer lifecycle across the Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors. Our clients include Fortune 500 and FTSE 100 companies.
Location: Melbourne, VIC
Employment Type: Permanent, Full time
Responsibilities
Analyse business operations and quality assurance processes to identify performance improvement opportunities.
Design, implement, and monitor frameworks to track client delivery metrics and customer satisfaction.
Collaborate with stakeholders to understand business requirements and drive quality outcomes.
Conduct trend analysis and root cause assessments; present data-driven improvement recommendations.
Facilitate coaching and calibration sessions to maintain consistent standards across teams.
Audit outputs and prepare quality reports with actionable insights.
Maintain accurate documentation and quality databases.
Promote continuous improvement through knowledge sharing and adherence to best practices.
Qualifications
Bachelor’s degree or higher in Business, Engineering, or a related field.
Minimum 2 years’ experience in quality assurance, business analysis, or process improvement roles.
Proven ability to analyse data and translate insights into practical solutions.
Solid communication and stakeholder engagement skills.
Proficiency in reporting tools and data presentation.
Cooperative team mindset with attention to detail.
Experience working with quality frameworks aligned to client KPIs.
Familiarity with customer success platforms and quality audit systems.
Exposure to training delivery or performance coaching environments.
Disclaimer
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.
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