Overview
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.
* Strong communication and stakeholder engagement skills.
* Proficiency in reporting tools and data presentation.
* Collaborative 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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