{"id":2070046,"url":"https://alion.io/job/firstsource-call-quality-auditor","title":"Call Quality Auditor","company":{"id":1795846,"name":"Firstsource","domain":"firstsource.com","url":"https://alion.io/company/firstsource","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Finance","role_family":"Finance","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":90000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":187},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-22T00:00:00Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-10-09T23:17:26Z","board_verified":true,"closed_at":null,"days_open":19,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":19},"description":"Quality Auditor\nWork location: Remote (Work from Home)\nSourcepoint, 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.\nWith 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.\nBe the difference - become part of the Firstsource family today!\nPosition Title: Quality Analyst - Contact Center\nPosition Purpose:\nThe primary objective of this role is to evaluate and enhance associate performance by ensuring compliance with quality standards and service level agreements, in alignment with Firstsource’s core values. The Quality Analyst will be responsible for conducting audits, generating and analyzing quality reports, identifying performance trends, and acting as a liaison for internal teams and clients. This individual will serve as a subject matter expert in processing knowledge, quality metrics, and improvement initiatives for the assigned unit.\nKey Responsibilities:\nConduct detailed analysis of individual, team, and organizational quality performance metrics.\nPerform regular audits, side-by-sides, coaching sessions, and development meetings to support associate improvement.\nMaintain a repository of internal quality data to track trends and guide performance enhancement strategies.\nCollaborate with other Quality Analysts to share updates, support content development, and maintain training materials.\nStay informed on industry trends and best practices in quality and employee development.\nContribute to the evolution of quality initiatives, including expanding scope, refining scoring methodologies, and updating guidelines.\nServe as a primary point of contact for quality-related client communications and inquiries.\nPerform additional duties as assigned.\nSkills and Competencies:\nStrong understanding of contact center operations and commitment to service excellence.\nDemonstrated success in quality monitoring and performance improvement.\nSkilled in identifying process inefficiencies and agent performance gaps.\nExceptional verbal, written, and presentation skills, including the ability to deliver feedback constructively and confidentially.\nHighly organized, detail-oriented, and capable of managing multiple priorities.\nEffective in remote mentoring and coaching environments.\nQualifications:\nBachelor’s degree in a related field (education, communication, business) or equivalent experience preferred.\nProficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook, Word) required.\n2 years experience in an international contact center. Quality experience\n2 years of healthcare experience.\nWe 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.\nIt 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.","description_format":"text","description_chars":3703,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Health Care","Professional Services"],"lifecycle":[{"event":"open","at":"2026-10-08T06:07:41Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.826,"p_room":0.9,"age_days":18,"expected_fill_days":29,"reasons":["conf:6","velocity","win:mid","comp:junior"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/firstsource-call-quality-auditor","json_url":"https://alion.io/job/firstsource-call-quality-auditor.json","meta":{"generated_at":"2026-10-11T01:22:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2026,"day_limit":5000,"remaining_today":2974,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795846},"rest":"https://alion.io/mcp/rest/get_company?id=1795846"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffirstsource-call-quality-auditor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffirstsource-call-quality-auditor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffirstsource-call-quality-auditor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/firstsource-call-quality-auditor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffirstsource-call-quality-auditor"}]}