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Quality Analyst – Customer Support – Siliguri, West Bengal

Fusion CX -
Shiliguri, West Bengal

Apply Now

Job details

Qualifications

Complaint handling
Analysis skills
Quality assurance
Bachelor's degree
Customer support
Communication skills

Full job description

Are you searching for quality analyst jobs in Siliguri or looking to grow your career in customer support quality assurance within large-scale ecommerce operations? Fusion CX is hiring Quality Analysts for a structured, compliance-driven customer support environment supporting JioMart operations. This role is ideal for professionals who bring strong audit discipline, data security awareness, and a continuous improvement mindset in a work-from-office (WFO) setup.

Job Description:

About the Role

As a Quality Analyst – Customer Support, you will be responsible for monitoring, auditing, and improving the quality of customer interactions across voice, chat, and ticket-based support channels. The role focuses on compliance, performance governance, calibration, data security, and customer satisfaction while working closely with advisors, team managers, training teams, and operations leadership.

Key Responsibilities

Conduct sample audits of customer support advisors as per defined coverage criteria
Perform hygiene audits for new processes, updates, and TCDs as required
Execute ad hoc audits for critical or high-risk processes
Carry out dip checks to assess real-time floor quality
Conduct TM audits and internal calibration sessions with Advisors and Team Managers
Perform competency assessments for new recruits and existing teams
Define and track KPIs for advisors and team managers to monitor performance
Promote continuous improvement and innovation through structured feedback mechanisms
Gather insights from agents and customers to support process enhancements
Set quality standards for agent and TM training to improve product knowledge and communication
Define minimum training hours and support ongoing professional development initiatives
Develop and manage compliance monitoring mechanisms for all customer interactions
Ensure adherence to company policies, legal regulations, and industry standards
Implement and monitor strict data security measures to safeguard customer information
Ensure compliance with applicable data protection laws and regulations
Establish and manage clear escalation processes for complex or critical customer issues
Monitor complaint handling processes to ensure timely resolution and customer satisfaction
Define and track CSAT targets through post-interaction surveys and feedback mechanisms
Prepare weekly, monthly, and quarterly quality performance reports
Participate in periodic quality reviews with stakeholders, as mutually agreed

Responsibilities may evolve based on business and client requirements.

Job Requirements:

Education

Graduation (Bachelor’s degree)

Experience & Skills

Experience in quality assurance within customer support or e-commerce operations preferred
Strong understanding of audit frameworks, calibration processes, and compliance monitoring
Knowledge of CSAT measurement, complaint handling, and escalation governance
Close attention to detail with strong analytical and reporting skills
Ability to work with cross-functional teams, including operations, training, and leadership
Strong communication and documentation skills
Commitment to data security, confidentiality, and regulatory compliance

Work Mode:

Work From Office (WFO)
Siliguri, West Bengal

Why Join Fusion CX?

Join us as a quality analyst in Fusion CX in Siliguri and work in a structured, process-driven quality environment.

Gain exposure to large-scale ecommerce customer support operations
Strengthen expertise in audits, compliance, and performance governance
Collaborate with experienced operations, training, and quality leaders
Build a stable and long-term career in quality assurance within a growing CX organization

If you are exploring quality analyst jobs in Siliguri or looking to advance your career in customer support quality assurance, this opportunity at Fusion CX offers the right balance of responsibility, learning, and professional growth.

Apply Now

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