Call Quality Auditor

Quality Auditor

Work location: Remote (Work from Home)

Sourcepoint, a Firstsource company, is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Be the difference – become part of the Firstsource family today!

The primary purpose of this position is to identify, analyze and improve quality, to ensure delivery of SLA quality metrics per client contract. This includes but is not limited to auditing, creating & reviewing quality reports, trending and analyzing audit findings, answering examiner questions, client communications, training, continuing education programs assisting in the development of employees so they can keep pace with the changing needs of the organization, and to ensure that processes are in place to meet the goals and objectives of the client and the organization. 

Role Description:  

The Quality Auditor plays a critical role in enhancing the skills and performance of team members.  Primary responsibilities include working closely with various departments to assess and improve the quality of the workforce through training, evaluation, and development initiatives to ensure that employees consistently meet the highest standards of performance. 

Key Accountabilities/Responsibilities:

• Work with minimal supervision using professional skills, discretion and sensitivity while addressing various quality and training issues. 
• Work as a team member in determining departmental needs.
• Serve as a resource for employees and management.
• Provide quality review and training for the further development of each employee.  
• Work well with a variety of individuals and resolve issues professionally. 
• Be a leader who interfaces with various operations management personnel. 
• Provide timely quality follow through in the form of audits and development sessions.
• Performs other work-related duties as assigned.

Qualifications Required:

• High School diploma, preferably some college.
• Previous experience in a Quality Assurance or Quality Auditor role.
• Call center experience required.
• Bilingual Spanish/English required.
• Proficient use of computer systems (MS Office).
• Proven track record of quality work in current role.
• Ability to recognize poor quality work or processes and collaborate with people to improve their work output.
• Ability to describe how to improve work to staff members and recognize good work.
• Organized and attentive to detail. 

We are an Equal Opportunity Employer.  All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.