Quality Analyst – E-Commerce – Kolkata, India

If you are searching for quality analyst jobs in Kolkata or a QA job vacancy in a global company in Kolkata, India, this opportunity is for you. This QA position at Fusion CX offers a strong blend of analytical work, coaching, and customer experience improvement, and it is ideal for professionals who enjoy evaluating interactions, strengthening service accuracy, and contributing to a performance-driven yet people-focused environment. The position in this workplace is crafted to help you grow your expertise in quality frameworks, contact center operations, and customer experience governance with an experienced team.

Job Description:

About the Role

As a Quality Analyst, you will audit customer interactions, validate accuracy and compliance, and provide coaching to improve performance across programs. You will maintain a complete understanding of all assigned processes, compliance standards, and program requirements. This role demands precision, structured documentation, and the ability to translate quality insights into actionable feedback.

Key Responsibilities

• Audit new and existing staff on applicable e-commerce concepts, regulations, client plan designs, and systems
• Provide coaching and feedback to staff based on audits using proven improvement methodologies
• Listen to and score call recordings for assigned programs to verify the accuracy of information and responses
• Maintain a full functional understanding of all assigned programs and their compliance requirements
• Report findings clearly on program-specific QA scorecards, including factual written explanations
• Provide weekly and monthly monitoring summary reports per program to Client Services
• Use quality assurance checklists to ensure every agent in the program is monitored once per month
• Participate in weekly program-level calibration sessions
• Deliver structured Quality Assurance reviews and coaching to team members
• Collaborate effectively with peers and other stakeholders to support projects and continuous improvement
• Adapt to future client and organizational requirements as programs evolve
• Serve as a subject matter expert and act as a Supervisor when required for customer support teams
• Liaise with the client training organization and attend onsite sessions as required
• Collaborate with internal quality teams to ensure strong product knowledge across healthcare-related projects
  Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Education: Graduation
• Minimum 12 months of continuous experience in a customer support project (mandatory)
• Strong interpersonal skills across teams and stakeholders
• Ability and willingness to help others and support performance improvement
• Ability to remain composed and professional during peak workloads and stressful conditions
• Strong ability to manage multiple priorities, meet deadlines, and work a flexible schedule
• Basic proficiency in Microsoft Office
• Must be able to attend on-location training
• Previous experience as a Quality Analyst is mandatory

Why Join Fusion CX?

Fusion CX provides a supportive and growth-focused atmosphere for individuals exploring Quality Analyst roles or a QA job vacancy in Kolkata. You will work closely with teams that value clarity, collaboration, and continuous learning. This role allows you to strengthen analytical and coaching skills, influence service delivery outcomes, and grow your long-term career in customer experience quality. If you’re looking to advance in the field of customer experience, quality governance, and CX operations, this opportunity offers a structured and meaningful path forward.