Quality Manager - Claims Adjudication

Job Title : Manager – Quality Analyst

Department : Service Excellence

Hiring Manager : Department Manager

Reporting To : Manager – Quality

Posting Location : Chennai / Bangalore

Status : Full Time, Non-Exempt

Position Purpose :

The primary purpose of this role is to identify, analyze, and enhance the competencies of associates to ensure the delivery of service-level quality metrics as per customer agreements, aligned with Firstsource’s core values. The Manager – Quality Analyst will be responsible for a range of tasks including auditing, reviewing quality reports, analyzing feedback trends, and serving as a key point of contact for client communications. This individual will act as a subject matter expert on processing knowledge and quality measures for the assigned unit.

Key Accountabilities & Responsibilities :

Analyze quality metrics consistently at individual, team, and organizational levels.

Conduct audits, side-by-side evaluations, kick-start meetings, and development sessions to ensure timely quality follow-through.

Maintain a repository of internal monitoring results and feedback to identify trends and drive improvements.

Facilitate communication among Quality Analysts and support the team in developing and updating training materials and quality initiatives.

Stay updated on emerging trends and tools in employee development.

Support the Service Quality unit by identifying new initiatives, expanding the scope of the quality program, and maintaining processing models, guidelines, and scoring methodologies.

Perform other work-related duties as assigned.

Desired Knowledge & Skills :

Strong background in contact center operations with a commitment to quality and continuous improvement.

Proven track record of delivering quality results and understanding of quality standards in customer interactions.

Ability to identify process improvement opportunities and address associate challenges.

Excellent communication skills—oral, written, and presentation—with the ability to deliver feedback constructively and confidentially.

Detail-oriented and well-organized.

Capability to mentor associates effectively, including remote mentoring.

Education, Experience & Training :

Bachelor’s degree or relevant experience in education, communication, or quality assurance preferred.

Proficiency in Microsoft Office Suite is essential.

Prior experience in a contact center environment is required.

⚠️ Disclaimer : Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.