Quality Manager - Claims Adjudication

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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.

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