Kolkata QA Job Vacancy in Healthcare | Quality Assurance Quality Analyst Healthcare Customer Service (WFO, Kolkata)
Precision defines this role. If you are looking for a QA job vacancy in Kolkata where your audits directly influence patient experience and service compliance, this position offers hands-on ownership of quality governance within healthcare support operations. Fusion CX is seeking a Quality Analyst who can evaluate interactions, detect process gaps, and elevate service standards through structured feedback and analysis.
About the Role
As a Quality Analyst, you will conduct transactional and interaction audits across multiple communication channels, evaluate compliance with defined service standards, and support continuous improvement initiatives. The QA job in Kolkata requires analytical capability, process discipline, and structured feedback delivery.
Key Responsibilities
Conduct sample audits (transactional and interaction-based) across all communication channels used in the contact center.
Ensure adherence to defined company processes and investigate deviations.
Evaluate overall process compliance and recommend process improvements.
Provide structured feedback for all audits conducted.
Conduct call calibrations to maintain scoring consistency.
Support competency checks for current recruits.
Deliver soft skills guidance and quality coaching where required.
Take corrective actions to improve process efficiency and quality outcomes.
Maintain defined audit volumes per consultant each month.
Drive quality metrics and compliance benchmarks consistently.
Job Requirements:
Education
Graduation from a recognized institution (10+2+3 format).
Exceptional candidates at the undergraduate level may be considered with prior approval.
Experience Skills
Minimum 1 year of work experience in a contact center setting.
Robust aptitude skills, including reasoning, logic, and problem-solving.
Experience in conducting call audits and int