Fusion CX is hiring a Quality Analyst – Device Care & After-Sales Service (Operations) for a Work From Office (WFO) role in Navi Mumbai. This opportunity is ideal for professionals looking for quality assurance jobs in Mumbai who want to work in a structured, performance-driven environment with direct impact on service quality and customer experience.

 

About the Role

As a Quality Analyst, you will be responsible for monitoring interaction quality, identifying trends, and supporting continuous improvement through structured feedback and calibration. The role involves close collaboration with training teams and internal stakeholders to ensure consistent service delivery and performance governance.

 

Key Responsibilities

  • Manage BQ performance and share Training Needs Analysis (TNA) with the training team

  • Perform call monitoring and evaluate interaction quality

  • Analyze monitoring data to identify trends and performance gaps

  • Compile and track performance data at team and individual levels using quality monitoring systems

  • Participate in customer listening programs to understand expectations and service standards

  • Coordinate and facilitate call calibration sessions with internal and external stakeholders

Responsibilities may evolve based on operational requirements.

 

 

Job Requirements

Education

  • Graduation from a recognized institution

Experience & Skills

  • Experience in quality monitoring / quality assurance within a contact center or operations environment

  • Strong analytical skills with the ability to identify trends and gaps

  • High attention to detail and consistency in evaluations

  • Ability to interpret quality data and share actionable insights

  • Strong communication and coordination skills

  • Comfortable working in a structured, on-site operational setup

 

 

Work Mode

  • Work From Office (WFO)

  • 📍 Navi Mumbai, Maharashtra

Why Join Fusion CX?

  • Hands-on role focused on accountability, consistency, and impact

  • Exposure to quality governance, calibration, and performance frameworks

  • Stable opportunity for professionals seeking QA jobs in Mumbai

  • Long-term skill development in a disciplined operational environment

If you are searching for a Quality Analyst job vacancy in Mumbai with clear responsibilities and measurable outcomes, this role at Fusion CX offers stability and professional growth.

 

How to Apply

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

 

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