Job Description
Overview n
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.
n
Location:
Melbourne, VIC
n
Employment Type:
Permanent, Full-Time
Responsibilities n
n
Analyse business operations and quality assurance processes to identify performance improvement opportunities.
n
Design, implement, and monitor frameworks to track client delivery metrics and customer satisfaction.
n
Collaborate with stakeholders to understand business requirements and drive quality outcomes.
n
Conduct trend analysis and root cause assessments; present data-driven improvement recommendations.
n
Facilitate coaching and calibration sessions to maintain consistent standards across teams.
n
Audit outputs and prepare quality reports with actionable insights.
n




Maintain accurate documentation and quality databases.
n
Promote continuous improvement through knowledge sharing and adherence to best practices.
n
Qualifications n
n
Bachelor's degree or higher in Business, Engineering, or a related field.
n
Minimum 2 years' experience in quality assurance, business analysis, or process improvement roles.
n
Proven ability to analyse data and translate insights into practical solutions.
n
Strong communication and stakeholder engagement skills.
n
Proficiency in reporting tools and data presentation.
n
Cooperative team mindset with attention to detail.
n
Experience working with quality frameworks aligned to client KPIs.
n
Familiarity with customer success platforms and quality audit systems.
n
Exposure to training delivery or performance coaching environments.
n
Disclaimer n
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.
#J-*****-Ljbffr

📌 Quality Analyst (Melbourne)
🏢 Firstsource
📍 Melbourne