Quality Analyst

Fusion CX; Kolkata District; On-site; INR 300,000 - 540,000; Full time

Job summary

Fusion CX is hiring a Quality Analyst in Kolkata to own audits, compliance, and service quality outcomes. You will assess interaction quality, identify performance trends, and partner with operations to strengthen customer experience in a work-from-office setup.

The role emphasizes evaluating calls, chats, and emails, delivering actionable feedback, and driving continuous improvement through data-driven insights and calibration with teams.

Qualifications

• Graduation or equivalent relevant work experience.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication abilities.
• Proficiency in quality monitoring tools, CRM platforms, and Microsoft Office applications.
• Ability to deliver clear, actionable feedback and coaching.
• Solid understanding of compliance standards and customer experience metrics.
• Experience with automation tools, AI-driven analytics, or speech/text analytics is a plus.

Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) for quality and compliance.
• Provide constructive feedback and coaching to agents to improve performance.
• Conduct root cause analysis on quality gaps and suggest practical actions.
• Develop and update quality scorecards, audit frameworks, and reports.
• Collaborate with team leaders to identify training needs and quality improvements.
• Support design and execution of quality improvement programs aligned with business goals.
• Prepare quality reports highlighting trends, risks, and opportunities.
• Ensure adherence to policies and industry standards; participate in calibration sessions.
• Assist in automation or AI-enabled quality monitoring initiatives where applicable.

Skills

Quality Assurance

Data Analysis

Communication

CRM Tools

Root Cause Analysis

Compliance Knowledge

Education

Graduation or equivalent experience

Tools

Microsoft Office

Job description

Job Summary

Quality Analyst Jobs in Kolkata | Global Process QA Quality Analyst Customer Experience Compliance (WFO, Kolkata)

If you are exploring Quality Analyst jobs in Kolkata or QA roles in Kolkata, West Bengal and want hands-on ownership over audits, compliance, and service quality outcomes, this Quality Analyst role in Kolkata places you at the center of customer experience governance. Fusion CX is hiring Quality Analysts in Kolkata who can assess interaction quality, identify performance trends, and partner with operations to strengthen customer experience and service consistency in a work-from-office setup.

About the Role

As a Quality Analyst, you will be responsible for evaluating customer interactions and service processes to ensure adherence to defined quality standards, compliance requirements, and operational guidelines. The role focuses on performance analysis, structured feedback, root-cause identification, and actionable insights that support continuous improvement and operational excellence.

Key Responsibilities

• Monitor and evaluate customer interactions, including calls, chats, and emails, to ensure compliance with quality standards, regulatory requirements, and internal policies
• Provide detailed, constructive feedback and coaching to agents to support performance improvement
• Conduct root cause analysis on quality gaps and recommend practical, data-driven corrective actions
• Develop, maintain, and update quality scorecards, audit frameworks, and reporting tools
• Collaborate with team leaders and managers to identify training needs and contribute to quality-led learning initiatives
• Support the design and execution of quality improvement programs aligned with business goals
• Prepare and share quality reports highlighting trends, risks, and improvement opportunities
• Ensure ongoing adherence to company policies, industry standards, and customer experience best practices
• Participate in calibration sessions to maintain evaluation consistency and scoring alignment
• Support automation or AI-enabled quality monitoring initiatives where applicable

Key responsibilities may evolve based on business and operational requirements.

Job Requirements

Education

• Graduation or equivalent relevant work experience

Experience Skills

• 0 2 years of experience in Quality Assurance within a BPO or customer service environment
• Strong analytical and problem-solving capabilities with attention to detail
• Excellent verbal and written communication skills
• Proficiency in quality monitoring tools, CRM platforms, and Microsoft Office applications
• Ability to deliver clear, actionable feedback and performance coaching
• Strong understanding of compliance standards, quality frameworks, and customer experience metrics
• Experience with automation tools, AI-driven analytics, or speech/text analytics is preferred

Key Performance Indicators

• Quality audit accuracy and consistency
• Compliance adherence rate
• Agent performance improvement post-feedback
• Timeliness and effectiveness of reporting
• Contribution to process and quality improvement initiatives
• Ability to translate quality data into business insights