Executive - Service Quality null

About First source India

Firstsource is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

Your role

As an Executive - Service Quality, your role and responsibilities are;

• Training new recruits on voice process.
• Circulating DSR of training held (New Hire, refresher and update training)
• Coordinating with GHX to get the knowledge download on the process.
• Conducting mock calls for callers to improve proficiency.
• Coordinating and facilitating the mock call session for new agents with the GHX team for certification.

Training, development & rotations

The company understand that staying abreast of rapidly changing skillsets and domain knowledge is tough in a digital world that continues to morph by the minute. They make it easy for you to stay ahead with e-learning courses, connected classrooms, and online programs. With Firstsource Academy, you will have access to all the leading-edge resources and materials you need – at your fingertips – to upskill, seek new ideas, embrace challenges, and lead effectively. It has the following features;

• Relevant: Individual development through role-based learning curriculum for current & future roles.
• Real-time: Multi-channel modes for on-demand and personalized experiential learning.
• Reachable: Technology-driven learning for a diverse, globally distributed workforce across geographies.

Salary & benefits

The average annual salary for an Executive - Service Quality role is around INR 2.5 to 3 LPA (Source: glassdoor). The company takes care of you and your loved ones and will support you with a competitive and comprehensive benefits package. Below are some highlights,

• Health Insurance
• Dental Insurance
• Health Savings Account (HSA)
• Life Insurance
• Vision Insurance
• Paid Holidays
• Vacation & Paid Time Off
• Sick leave

Career progression

You will have the opportunity to play a role in the way the story unfolds. You will be empowered to Aspire, Achieve, and Advance – with benefits and opportunities both inside and outside the office. The way they measure, enhance and reward performance is designed to help you pursue your dreams – in a culture of learning, meritocracy and excellence.

• Aspire: Aspire to make a difference by embodying the mission and core values.
• Achieve: Achieve beyond the ordinary – explore new frontiers in an engaging and enriching environment.
• Advance: Advance and soar sky high in an empowering and innovative work culture.

Work-life balance

Work-life balance is rated at 4.5/5.0 according to glassdoor. Work days are usually from Monday to Friday. They have flexible work timings. It has a good Inclusive work environment and provides the opportunity for all its employees, globally to work flexibly with work-from-home options.

Culture & vibe

They create and sustain an actively inclusive environment that celebrates and respects diversity, providing equal opportunity for all Firstsourcers to grow. They cultivate a culture of inclusion by embracing and respecting people for who they are, irrespective of their race, ethnicity, orientation, or background. 

About You

To apply for this role, you must have the knowledge and desired key skills as stated below;

• Listening and speaking skills 
• MS Office proficiency
• Communication skills (written and vocal)
• Ability to communicate through chat and emails directly with clients.
• Ability to articulate clarifications and rebuttals with client and QA.

How to apply

To apply for this role, just click on the "Apply on employer site" button, which navigates to the career section where the application can be submitted.