Job Description

Overview

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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.

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Location: Melbourne, VIC

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Employment Type: Permanent, Full-Time

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Responsibilities

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- Analyse business operations and quality assurance processes to identify performance improvement opportunities.
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- Design, implement, and monitor frameworks to track client delivery metrics and customer satisfaction.
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- Collaborate with stakeholders to understand business requirements and drive quality outcomes.
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- Conduct trend analysis and root cause assessments; present data-driven improvement recommendations.
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- Facilitate coaching and calibration sessions to maintain consistent standards across teams.
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- Audit outputs and prepare quality reports with actionable insights.
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- Maintain accurate documentation and quality databases.
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- Promote continuous improvement through knowledge sharing and adherence to best practices.
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Qualifications

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- Bachelor's degree or higher in Business, Engineering, or a related field.
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- Minimum 2 years' experience in quality assurance, business analysis, or process improvement roles.
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- Proven ability to analyse data and translate insights into practical solutions.
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- Strong communication and stakeholder engagement skills.
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- Proficiency in reporting tools and data presentation.
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- Team-oriented team mindset with attention to detail.
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- Experience working with quality frameworks aligned to client KPIs.
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- Familiarity with customer success platforms and quality audit systems.
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- Exposure to training delivery or performance coaching environments.
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Disclaimer

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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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📌 Quality Analyst (Victoria)
🏢 Firstsource
📍 Victoria