Quality Analyst - Freshers

Firstsource’s interview process typically begins with an online aptitude test followed by a technical interview focusing on quality audit concepts, Excel handling, and domain knowledge of energy operations. The final HR round assesses cultural fit, communication skills, and shift flexibility. Candidates should practice scenario‑based audit questions and demonstrate clear, concise communication.

Firstsource promotes a performance‑driven yet supportive environment, offering regular upskilling programs and clear growth pathways. Employees enjoy a balanced work‑life schedule, flexible shift options, and a culture that rewards accountability and innovation.

Graduation (BE/BTech/BSc/Any Post‑Graduate) with minimum 60% aggregate; freshers from the 2023‑2025 batch; no active backlogs; strong written and verbal communication skills; basic proficiency in Excel; willingness to work rotational shifts.

Round 1: Online Aptitude Test → Round 2: Technical/Functional Interview (quality audit concepts, Excel, domain knowledge) → Round 3: HR Interview (fit, motivation, shift flexibility)

Firstsource Solutions Limited is a leading Business Process Management (BPM) and Business Process Outsourcing (BPO) company headquartered in Mumbai, with a strong presence across India and the globe. The firm serves clients in sectors such as banking, financial services, insurance, healthcare, and energy, delivering end‑to‑end solutions that blend technology, analytics, and domain expertise. With a workforce of over 30,000 professionals, Firstsource is known for its commitment to quality, continuous improvement, and a culture that encourages learning and innovation. The company’s energy vertical focuses on billing, metering, tariff management, and complaint resolution, helping utility providers streamline operations and enhance customer experience. The role of a Quality Analyst (Freshers) is pivotal in ensuring that every customer interaction meets the highest standards of accuracy, compliance, and service excellence. As a Quality Analyst, you will be responsible for auditing voice‑based transactions related to energy operations, providing constructive feedback, and maintaining detailed QA records. This position offers a unique blend of analytical rigor and communication skills, making it an ideal entry point for graduates eager to build a career in quality management and process excellence. **Key Responsibilities** 1. Conduct quality audits on voice transactions for billing, metering, complaints, and collections. 2. Verify that each transaction adheres to predefined quality parameters such as accuracy, communication tone, and process compliance. 3. Complete audits within defined timelines and sampling requirements, ensuring a variance of less than 5% compared to client validations. 4. Identify improvement opportunities, draft detailed coaching points, and deliver feedback to agents. 5. Maintain up‑to‑date QA records in designated tools or trackers. 6. Participate in calibration sessions to align audit standards across the team. 7. Generate daily and weekly performance reports, highlighting recurring error trends. 8. Uphold confidentiality and compliance with client and organizational guidelines. 9. Support the client with actionable quality insights and recommendations. 10. Adapt to rotational shift schedules and contribute to a collaborative team environment. **Tech Stack & Tools**: Microsoft Excel, QA tracking tools (e.g., QMS, Scorecards), basic knowledge of AI‑enabled auditing tools, and standard office productivity suites. **Growth Path**: Starting as a Quality Analyst, high performers can progress to Senior Analyst, Team Lead, QA Manager, and eventually to Operations Manager or Process Excellence roles. Firstsource encourages internal mobility and offers structured training programs to accelerate career growth. **Why Join Firstsource?** The company provides a vibrant work culture that values merit, continuous learning, and employee well‑being. Freshers receive comprehensive onboarding, mentorship, and exposure to industry‑leading best practices. The role offers a solid foundation in quality management, a chance to work with leading utility clients, and a clear trajectory for professional advancement.