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Firstsource

Manager - Quality

Bangalore · On-site
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About this role

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

POSITION DEFINITION:
Role & Responsibilities:
 
·                Customer Interaction:
 
o        Be the first point of contact for customers, addressing enquiries via various contact channels such as phone, email, and social media.
 
o        Provide correct information about products, services, and policies.
 
·                Issue Resolution:
 
o        Diagnose and troubleshoot customer issues and concerns, supplying effective and commercially sound solutions in a timely manner.
 
o        Escalate complex problems to appropriate departments or supervisors when necessary.
 
o        Always Resolving queries with a “Right First Time” approach
 
·                Customer Satisfaction:
 
o        Ensure high levels of customer satisfaction by providing friendly, courteous, and professional service with resolution, satisfaction, and ongoing customer loyalty your key focus always.
 
o        Follow up on customer interactions to ensure their issues have been resolved satisfactorily.
 
o        Identify and assess customers' needs, exploring opportunities to add value through sales of products.
 
o        Processing tele sales orders accurately and efficiently, ensuring customers are informed about all relevant information such as delivery timelines.
 
·                Documentation:
 
o        Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints. (notes left on orders)
 
o        Update customer information in the relevant systems as needed.
 
o        Record reason for contact accurately ensuring trends can be identified by the wider business.
 
o        Follow all customer care processes accurately, recording business critical information, as necessary.
 
·                Product Knowledge:
 
o        Stay up to date on system, process changes and departmental updates.
 
o        Maintain up-to-date knowledge of product and services, company policies, and industry trends so you can share relevant information and insights with customers to help them make informed decisions.
 
·                Team Collaboration:
 
o        Work closely with other team members to ensure a seamless customer experience.
 
o        Participate in team meetings, training sessions, and continuous improvement initiatives.
 
·                Compliance:
 
o        Adhere to company policies, procedures, and regulatory requirements.
 
o        Ensure all customer interactions comply with legal and ethical standards.
 
Required Skills/Competencies:
 
·                Previous experience in a customer service or related role is a plus
 
·                Ability to manage stressful situations and remain calm under pressure.
 
·                Excellent communications skills, both verbal and written
 
·                Strong problem-solving and conflict resolution abilities
 
·                Ability to work on your own initiative and as part of a team.
 
·                Being creative and forward thinking in suggesting alternative solutions to resolve customer issues.
 
·                Understands the need for confidentiality and compliance with legislation.
 
·                Open and adaptable to change, as a fast-growing business we are constantly developing and improving our systems, so the ability to quickly adapt is necessary.
 
·                Flexible approach to working shifts.
 
·                Ability to supply good judgement, even in pressurized situations.
 
·                Good computer skills and ability to quickly learn and adapt to new technology and systems.
 
·                Positive outlook and attitude to supplying world class service.
 
Location - Bangalore
 
⚠️ 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.

Company at a glance

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities.

We combine more than 25 years of domain expertise with an agent-first delivery model to design, build, and operate intelligent enterprise operations.

Our inch-wide, mile-deep practitioners work collaboratively to reimagine business process management. This is our Intelligence That Operates promise, powered by Kairos, the operating system that makes it real.

We unify consulting, implementation, and operations into a single full-stack engagement and underwrite outcomes, not effort, turning deep domain intelligence into a compounding operational advantage for the world's most regulated industries.

Our Firstsourcers are driven to Make It Happen for more than 200 leading global brands, including several Fortune 500 and FTSE 100 companies, across operations in the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia.

Founded2001
Team Size10,001+ employees
WorkspaceOn-site
IndustryOutsourcing and Offshoring Consulting
Location
Bangalore, Karnataka, India
Websitefirstsource.com
LinkedInLinkedIn

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