Park Circus Kolkata West Bengal Team leader customer service Jobs – 159 Open Jobs Today

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Quality Analyst – Customer Experience & Compliance (WFO, Kolkata)

Fusion CX -
Kolkata, West Bengal

Apply Now

Job details

Qualifications

Customer service
Microsoft Office
Analysis skills
Quality assurance
AI
Communication skills
Analytics

Full job description

If you are exploring Quality Analyst jobs in Kolkata or QA roles in Kolkata, West Bengal and want hands-on ownership over audits, compliance, and service quality outcomes, this Quality Analyst role in Kolkata places you at the center of customer experience governance. Fusion CX is hiring Quality Analysts in Kolkata who can assess interaction quality, identify performance trends, and partner with operations to strengthen customer experience and service consistency in a work-from-office setup.

Job Description:

About the Role

As a Quality Analyst, you will be responsible for evaluating customer interactions and service processes to ensure adherence to defined quality standards, compliance requirements, and operational guidelines. The role focuses on performance analysis, structured feedback, root-cause identification, and actionable insights that support continuous improvement and operational excellence.

Key Responsibilities

Monitor and evaluate customer interactions, including calls, chats, and emails, to ensure compliance with quality standards, regulatory requirements, and internal policies
Provide detailed, constructive feedback and coaching to agents to support performance improvement
Conduct root cause analysis on quality gaps and recommend practical, data-driven corrective actions
Develop, maintain, and update quality scorecards, audit frameworks, and reporting tools
Collaborate with team leaders and managers to identify training needs and contribute to quality-led learning initiatives
Support the design and execution of quality improvement programs aligned with business goals
Prepare and share quality reports highlighting trends, risks, and improvement opportunities
Ensure ongoing adherence to company policies, industry standards, and customer experience best practices
Participate in calibration sessions to maintain evaluation consistency and scoring alignment
Support automation or AI-enabled quality monitoring initiatives where applicable

Key responsibilities may evolve based on business and operational requirements.

Job Requirements:

Education

Graduation or equivalent relevant work experience

Experience & Skills

0–2 years of experience in Quality Assurance within a BPO or customer service environment
Strong analytical and problem-solving capabilities with attention to detail
Excellent verbal and written communication skills
Proficiency in quality monitoring tools, CRM platforms, and Microsoft Office applications
Ability to deliver clear, actionable feedback and performance coaching
Strong understanding of compliance standards, quality frameworks, and customer experience metrics
Experience with automation tools, AI-driven analytics, or speech/text analytics is preferred

Key Performance Indicators (KPIs)

Quality audit accuracy and consistency
Compliance adherence rate
Agent performance improvement post-feedback
Timeliness and effectiveness of reporting
Contribution to process and quality improvement initiatives
Ability to translate quality data into business insights

Why Join Fusion CX?

Fusion CX offers Quality Analysts in Kolkata the opportunity to work in a structured, compliance-focused environment where quality insights directly influence customer experience and operational outcomes. You will collaborate closely with operations, training, and leadership teams, gain exposure to global service standards, and build long-term expertise in quality governance, analytics, and performance improvement within a people-first CX organization. Call centre or BPO QA professionals seeking rewarding quality analyst jobs in Kolkata should not miss this opportunity to join a global company and advance their career within a structured, performance-driven environment.

Apply Now

Refine Your Search

team leader customer service jobs in park circus kolkata west bengal

Quality Analyst – Customer Experience & Compliance (WFO, Kolkata)

Team Leader – Collections (Financial Products) – Kolkata

External Hiring|Executive TA - Intern(3 Months)|International|26072026

Engagement Executive | 15+ years | Kolkata

Data Management Lead

Branch Manager - North East

Sales Manager - Gujarat & MP (Ahmedabad)

Principal Strategy Consultant

Senior Cloud Specialist (Incident and Change Management)

Territory Sales Manager - Ahmedabad

Strategic Account Manager - Critical Care (Vizag)

Senior Associate - SFDC RDC

Trainer – Customer Support – Howrah, India

IT Support Executive

Quality Analyst – International Telecom Support (WFO, Kolkata)

Senior Associate -Kolkata- Technology Consulting

Associate - Kolkata Y-14 - Technology Consulting

Senior Associate - TC MSOFT - GDC

Technical Engineer East

MS Dynamics 365 CRM Technical Consultant

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Why Join Fusion CX?

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