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

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Assistant Manager - Quality Assurance

Role Description: The Quality Assurance Assistant Manager plays a pivotal role in ensuring the effectiveness and compliance of quality assurance programs across all company sites. This position oversees internal and external reporting, monitors adherence to disciplinary processes, conducts audits, and mentors a team of QA specialists. The Quality Assurance Assistant Manager is responsible for maintaining the highest standards of quality and compliance with client and regulatory requirements.

Roles & Responsibilities

• Evaluate the effectiveness and compliance of quality assurance programs at all company sites.
• Ensure alignment with client and regulatory standards.
• Take responsibility for both internal and external quality assurance reporting.
• Ensure adherence to the Disciplinary Process (FSARAP) and provide guidance to the team.
• Monitor the weekly progress of QA specialists in call monitoring and file audits.
• Review the work product of QA specialists for accuracy.
• Conduct annual reviews with the QA staff.
• Lead call monitoring calibrations to maintain consistency.
• Review and respond to client audits, addressing any compliance-related findings.
• Assemble and communicate QA findings to Firstsource Management.
• Maintain a comprehensive understanding of client work standards and audit requirements.
• Oversee the training of QA Specialists to ensure compliance.
• Oversee scheduling and staffing requirements for the department, ensuring adequate coverage.
• Manage client account note and call recording requests efficiently.
• Perform other duties as assigned or needed to support the overall goals of the department and organization.

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Expected/Key Results

• Adhere to quality standards.
• Adhere to defined SLAs.
• Reduce the variance level across all category of calls.
• Increase process improvements.
• Tracked and published key Quality metrics.
• Adhere to established policies and procedures outlined in the Employee Handbook and the Code of Conduct.
• Adhere to process Standard Operating Procedures (SOPs).

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

• High school diploma or equivalent required
• Associate’s degree preferred, or equivalent combination of education and work experience

Work Experience

• At least 2 years of customer service experience in a call center BPO
• Previous supervisory experience
• Experience working in Quality Assurance in a call center BPO

Competencies & Skills

• Proficient computer skills, with knowledge of Microsoft Word, Excel and Outlook
• Excellent verbal and written communication skills
• Basic Computer and Math Skills
• Strong problem-solving skills
• Knowledge of the CUBS software
• Knowledge of QA tools including job shadow software and call recording hardware
• Knowledge of statutory and regulatory requirements

Additional Qualifications

• Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements
• Ability to pass a pre-employment background investigation based on client requirements, including but not limited to, credit check, criminal history, work authorization verification and drug test

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.

Job Type: Full-time

Pay: Up to $34,000.00 per month

Ability to commute/relocate:

• 06600, Juárez, CDMX: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Quality Assurance: 1 year (Required)
• Supervisor: 1 year (Required)

Work Location: In person