If you are searching for call center QA jobs in Siliguri and want a role that focuses on monitoring, coaching, and performance governance, this opportunity is designed for you. Fusion CX is hiring a Quality Analyst to audit inbound customer support operations, strengthen compliance standards, and drive continuous improvement. This position is ideal for professionals exploring a Siliguri job vacancy for quality analyst (QA) roles with structured exposure to quality frameworks and calibration processes.
Job Description:
About the Role
As a Quality Analyst, you will evaluate customer interactions, ensure adherence to defined quality benchmarks, and provide actionable feedback to improve performance. The role requires strong analytical ability, coaching capability, and a detailed understanding of compliance standards across assigned programs.
Key Responsibilities
- Audit new and existing staff on e-commerce process knowledge, systems, and regulatory standards.
- Listen to and score call recordings to validate accuracy and compliance.
- Provide structured coaching and improvement feedback to team members.
- Maintain a functional understanding of assigned programs and quality requirements.
- Document audit findings on defined QA scorecards with factual written explanations.
- Prepare weekly and monthly monitoring summary reports.
- Ensure each assigned agent is audited as per the defined monitoring frequency.
- Participate in weekly calibration sessions to maintain scoring consistency.
- Deliver quality review sessions and structured feedback discussions.
- Act as a subject matter expert and support supervisors when required.
- Collaborate with internal quality and operations teams to strengthen service standards.
- Adapt to evolving operational requirements and compliance updates.
Job Requirements:
Education
- Graduation from a recognized institution.
Experience & Skills
- Previous experience as a Quality Analyst is mandatory.
- Minimum 12 months of continuous experience on a customer support project.
- Robust understanding of call monitoring, quality scorecards, and calibration practices.
- Excellent interpersonal and coaching skills.
- Ability to remain composed and professional during peak volumes.
- Strong multitasking ability with adherence to deadlines.
- Basic proficiency in Microsoft Office applications.
Language & Communication Requirements
- Strong verbal and written communication skills required.
- Ability to deliver structured, constructive performance feedback.
Other Requirements
- Must be able to attend on-location training to accept this position.
- This is an onsite and Work-from-office role.
Work Mode & Location
- Work Mode: WFO
- Location: Siliguri, India
Why Join Fusion CX?
At Fusion CX, quality teams play a strategic role in strengthening service excellence and operational compliance. You will gain structured exposure to calibration methodologies, performance analytics, and continuous improvement frameworks — making this a strong opportunity among call center QA Siliguri job vacancies for professionals building long-term careers in quality assurance leadership within customer support operations. Apply now and join us as a Quality Analyst in Siliguri, India, at Fusion CX.