Quality Assurance Supervisor

  • Amherst, NY
  • Full-time

Company Description

Firstsource is an innovative provider of customer-centric business process services. With a network of 48 delivery centers spread across US, UK, Philippines, India and Sri Lanka, Firstsource provides services to organizations in the Healthcare, Communication, Publishing, Banking, Financial Services and Insurance industries. The company’s services – Customer Management, Data Processing and Collections – complemented with best-of-breed processes, intellectual property (IP) assets, and quality of service help clients not only improve customer satisfaction but also reduce operational costs, record process improvements and more importantly focus on core competence.


Job Description

Basic Purpose and Function:

Manage quality assurance programs and personnel at all company sites.  Provide supervision and training to assigned quality assurance staff.  Observe, assess and direct quality assurance activities.


Specific Duties and Responsibilities:

·          Assess quality assurance programs at all company sites for effectiveness and compliance to client and regulatory standards

·          Responsible for reviewing FDCPA reports and conduct additional monitors for high risk agents.

·          Responsible for FDCPA reports and completed evaluation sheets.

·          Monitor weekly progress of QA specialist call monitoring and file audits

·          Review QA specialists' work product for accuracy

·          Conduct annual reviews with staff

·          Conduct call monitoring calibrations

·          Review and respond to client audits

·          Assemble and Communicate QA findings to Firstsource Management

·          Maintain knowledge of client work standards and audit requirements

·          Inform new hires of QA job responsibilities and QA's role within Firstsource

·          Provide new hire feedback to Human Resources

·          Monthly monitoring of QA Specialist performance & remedial training if needed

·          Oversee QA Specialist training

·          Conduct the annual skills re-verifications

·          Overseeing scheduling and staffing requirements for department

·          Other duties as assigned or needed



·         Twoto three years customer service or quality assurance experience

·         BasicComputer and Math Skills

·         AdvancedKnowledge of MS Word/Excel/Outlook

  • Strong Communication and Composition Skills

·        Strongproblem solving skills


Preferred Qualifications:

  • Previous supervisory experience
  • Associate degree or equivalent work experience
  • Knowledge of the CUBS software
  • Knowledge of QA tools including job shadow software and call recording hardware
  • Knowledge of statutory and regulatory requirements


Additional Information

All your information will be kept confidential according to EEO guidelines.