Most Quality Analysts didn’t plan to become one, but they grew into it. For many call center professionals, the idea of becoming a Quality Analyst feels both familiar and distant. You hear the term in calibration calls. You see QA scores discussed in huddles. And you may even receive feedback from a Quality Analyst every […]
Meet a quietly brilliant wizard of numbers, analysis, and calculations from the business analytics team who maps customer journeys with intent and precision. His goal is to create a personalized experience for every customer, and as a Team Leader in the Business Analytics team in Kolkata, he turns complexity into clarity with remarkable consistency. Reports, […]
International call center jobs have evolved into one of the most structured, skill-driven career paths in the global workforce. From India and the Philippines to North America, the Caribbean, Latin America, and EMEA, these roles now operate inside tightly defined expectations of language, performance, compliance, and professionalism. For job seekers, this means opportunity at scale, […]
Today, we introduce a leader from the training rooms of Fusion CX Durgapur who transforms fresh recruits into confident CX professionals. She opens doors to new possibilities — where hesitant voices soon grow steady, learning not just skills but self-belief. As a Training Team Lead, Ganga Mukherjee doesn’t prepare people for calls; she prepares them […]
A call center Business Analyst interview is not about proving you can analyse data. It is about proving you understand what happens when that data is wrong. In a contact center, analysis is never theoretical. A forecasting miss means longer queues. A reporting error leads to poor staffing decisions. A misread trend can quietly damage […]
Spreadsheets, checklists, and timelines – transition management sound like a technical function on the surface. But beneath its people who drive change, bear the impact and transform. Transition is about people. People are being onboarded, trained, aligned, and empowered. Every client launch, every new process, every cross-country collaboration passes through a careful rhythm of planning […]