Fusion CX is hiring a Quality Analyst – Outbound Collections in Kolkata, West Bengal. This role is ideal for professionals looking for QA jobs in BPO collections, call center quality assurance jobs, or quality analyst roles in Kolkata. The position focuses on quality monitoring, agent coaching, compliance enforcement, and process improvement to drive better collections outcomes in a people-first environment.

 

About the Role

As a Quality Analyst – Outbound Collections, you will monitor outbound collection transactions, identify quality gaps, and deliver targeted coaching to improve accuracy, compliance, and KPIs. You will play a key role in driving continuous improvement across collections operations while working closely with operations and stakeholders.

Key Responsibilities

  • Monitor outbound collection transactions as per defined process guidelines

  • Provide event-based and frequency-based feedback to agents

  • Participate in team huddles and present quality performance insights

  • Prepare, update, and implement QA policies and SOPs

  • Conduct routine quality audits and inspections

  • Perform root-cause analysis and recommend corrective actions

  • Drive and enforce process and compliance standards

  • Generate quality reports and share insights with stakeholders

  • Coach, mentor, and support agents to improve KPIs and service quality

 

Job Requirements

Education

  • Bachelor’s degree (any discipline)

Experience

  • Minimum 2 years of experience as a Quality Analyst

  • Minimum 2 years of international collections experience in a BPO (mandatory)

 

Skills & Competencies

  • Proficient in MS Office (Word, Excel, PowerPoint, Outlook)

  • Strong knowledge of quality frameworks and compliance standards

  • Excellent attention to detail and documentation skills

  • Strong coaching, mentoring, and stakeholder communication skills

  • Ability to work onsite (WFO) in Kolkata

 

 

Why Join Fusion CX?

  • Be part of a people-first QA team focused on coaching and growth

  • Influence business outcomes through data-driven quality improvements

  • Collaborate with operations and cross-functional teams

  • Build a strong career in BPO Quality Assurance and Collections Operations

If you are looking for call center QA jobs in Kolkata or BPO collections hiring in West Bengal, this is a great opportunity to grow with a global CX organization.

 

Job Location

📍 Kolkata, West Bengal, India

 

How to Apply

Apply directly through the official Fusion CX careers page by submitting your details and resume.

 

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