Job Opportunity: Quality Analyst (QA)

Attribute	Details
Position Title	Quality Analyst
Company	Fusion CX
Location	Kolkata, West Bengal
Employment Type	Full-time
Work Mode	Work from Office (WFO)

Role Overview

As a Quality Analyst at Fusion CX, you will act as a guardian of customer experience governance. The role involves evaluating omnichannel interactions (calls, chats, and emails) to ensure they meet strict compliance and quality standards. You will bridge the gap between data and performance by providing actionable insights and coaching to operational teams.

Key Responsibilities

Category	Primary Duties
Auditing & Evaluation	• Monitor calls, chats, and emails for compliance and quality. • Participate in calibration sessions to ensure scoring consistency. • Maintain and update quality scorecards and audit frameworks.
Performance Coaching	• Provide constructive feedback and coaching to agents. • Identify training needs in collaboration with Team Leaders. • Track agent improvement following feedback sessions.
Analysis & Reporting	• Conduct root-cause analysis on quality gaps. • Prepare reports highlighting performance trends and risks. • Translate quality data into practical business insights.
Strategic Improvement	• Support the design of quality improvement programs. • Assist with automation or AI-enabled quality monitoring initiatives. • Ensure adherence to industry standards and CX best practices.

Candidate Requirements

Education: Graduation or equivalent relevant work experience.
Experience: 0–2 years of experience in Quality Assurance (QA) within a BPO or customer service environment.
Technical Skills:
- Proficiency in Microsoft Office, CRM platforms, and quality monitoring tools.
- Familiarity with automation, AI-driven analytics, or speech/text analytics (Preferred).
Soft Skills: Strong analytical thinking, attention to detail, and excellent verbal/written communication.

Key Performance Indicators (KPIs)

Accuracy: Audit consistency and compliance adherence rates.
Impact: Measurable agent performance improvement post-coaching.
Efficiency: Timeliness of reporting and effectiveness of process improvements.

Why Join Fusion CX?

Professional Growth: Build long-term expertise in quality governance and analytics within a global CX organization.
Collaborative Culture: Work closely with operations, training, and leadership teams to influence service outcomes.
Exposure: Gain experience with global service standards and performance-driven environments.

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To apply for this job please visit careers.fusioncx.com.