Quality Analyst – Contact Center QA (Inbound Support) – Mumbai, India

Are you exploring quality analyst jobs in Navi Mumbai or contact center QA roles in Mumbai, Maharashtra? Fusion CX is hiring a Quality Analyst for an inbound support process in Mumbai. This role is perfect for professionals who excel in call monitoring, performance trend analysis, calibration, and delivering quality insights that enhance customer experience.

Job Description:

About the Role

As a Quality Analyst – Contact Center QA, you will evaluate advisor interactions, track Business Quality (BQ) performance, and collaborate with training and operations teams to strengthen service standards. You will use quality monitoring tools to analyze performance at both individual and team levels and contribute to continuous improvement across the process.

Key Responsibilities

• Monitor calls and evaluate interactions using defined scorecards.
• Analyze BQ performance and share the Training Needs Analysis (TNA) with the training team.
• Maintain quality monitoring data, compile reports, and track performance trends.
• Participate in customer and client listening programs to understand expectations and identify improvement areas.
• Coordinate and facilitate call calibration sessions with internal teams and external stakeholders.
• Support operations with feedback insights to improve accuracy, compliance, and customer satisfaction.
• Ensure adherence to quality standards, process guidelines, and customer experience benchmarks.
  Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Education: Graduate (any discipline).
• Experience: 1–2 years in contact center quality monitoring, BPO QA, or inbound support QA.
• Strong understanding of TNA, call evaluation frameworks, and quality monitoring systems.
• Ability to identify trends, defects, and behavioral improvement opportunities.
• Strong verbal and written communication skills for coaching and feedback delivery.
• Proficiency in Excel/Sheets for reporting and trend analysis
• Ability to collaborate effectively with training and operations teams in a WFO environment.

Why Join Fusion CX Mumbai?

Build a meaningful QA career in a fast-paced inbound support environment.

• Strengthen your expertise in call monitoring, calibration, and quality improvement.
• Work closely with training and operations teams to shape service excellence.
• Gain hands-on experience with quality tools, reporting, and customer experience analytics.
• Grow within a performance-driven, people-focused organization in Maharashtra.

If you’re looking for quality analyst roles in Navi Mumbai or want to advance your contact center QA career in Mumbai, Maharashtra, apply now and contribute to enhancing service quality at Fusion CX.