Organisation and Methods Analyst (Quality Analyst)

Location: Melbourne, VIC
Employment Type: Permanent, Full-Time position
Salary: $76.5k - $80k + superannuation

About Firstsource

A RP Sanjiv Goenka Group company, Firstsource is a leading provider of customised Business Process Management (BPM) services. We are trusted partners to 100+ global brands, with operations across the US, UK, India, and the Philippines. Our rightshore delivery model supports the full customer lifecycle across the Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance sectors. Our clients include Fortune 500 and FTSE 100 companies.

About the Role

We are seeking a detail-oriented and analytical Organisation and Methods Analyst to join our team. This role is critical in evaluating and improving organisational quality frameworks, operational processes, and client delivery performance

Key Responsibilities

· Analyse business operations and quality assurance processes to identify performance improvement opportunities.

· Design, implement, and monitor frameworks to track client delivery metrics and customer satisfaction.

· Collaborate with stakeholders to understand business requirements and drive quality outcomes.

· Conduct trend analysis and root cause assessments; present data-driven improvement recommendations.

· Facilitate coaching and calibration sessions to maintain consistent standards across teams.

· Audit outputs and prepare quality reports with actionable insights.

· Maintain accurate documentation and quality databases.

· Promote continuous improvement through knowledge sharing and adherence to best practices.

Required Qualifications & Skills

· Bachelor’s degree or higher in Business, Engineering, or a related field.

· Minimum 2 years’ experience in quality assurance, business analysis, or process improvement roles.

· Proven ability to analyse data and translate insights into practical solutions.

· Strong communication and stakeholder engagement skills.

· Proficiency in reporting tools and data presentation.

· Collaborative team mindset with attention to detail.

Desirable

· Experience working with quality frameworks aligned to client KPIs.

· Familiarity with customer success platforms and quality audit systems.

· Exposure to training delivery or performance coaching environments.