Fusion CX is hiring for the position of Quality Analyst – E-Commerce in Kolkata, India. This opportunity is ideal for professionals looking for Quality Analyst jobs in Kolkata or a QA job vacancy in a global company. The role offers a balanced mix of quality auditing, coaching, and customer experience improvement in a performance-driven and people-focused environment.

 

About the Role

As a Quality Analyst, you will be responsible for auditing customer interactions, ensuring accuracy and compliance, and providing actionable feedback to improve agent performance across e-commerce programs. You will gain hands-on exposure to quality frameworks, contact center operations, and customer experience governance while working with an experienced quality team.

 

Key Responsibilities

  • Audit new and existing staff on e-commerce concepts, regulations, client plan designs, and systems

  • Evaluate call recordings and score interactions for accuracy and compliance

  • Provide structured coaching and feedback based on audit findings

  • Maintain in-depth knowledge of assigned programs and compliance requirements

  • Prepare and maintain program-specific QA scorecards with written explanations

  • Share weekly and monthly quality monitoring reports with Client Services

  • Ensure each agent is monitored at least once per month using QA checklists

  • Participate in weekly calibration sessions and quality reviews

  • Collaborate with peers, supervisors, and internal stakeholders

  • Act as a subject matter expert and support supervisory duties when required

  • Coordinate with client training teams and attend onsite sessions if needed

Note: Responsibilities may change based on business requirements.

 

 

Job Requirements

  • Education: Graduation

  • Experience:

    • Minimum 12 months of continuous experience in a customer support project (mandatory)

    • Previous experience as a Quality Analyst is mandatory

  • Strong communication and interpersonal skills

  • Ability to handle pressure and meet deadlines

  • Willingness to support team performance and improvement

  • Basic knowledge of Microsoft Office

  • Ability to attend on-location training and work flexible schedules

 

Why Join Fusion CX?

Fusion CX offers a growth-oriented and supportive work environment for professionals seeking to build a career in Quality Assurance, Customer Experience, and CX Operations. You will work with collaborative teams, enhance your analytical and coaching skills, and play a key role in improving service delivery outcomes.

 

Job Location

📍 Kolkata, India

 

 

How to Apply

Interested candidates can apply directly through the official Fusion CX careers page by submitting their details and uploading their CV/resume.

 

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