Quality Analyst – Customer Experience & Compliance – Mohali, India

Fusion CX is hiring a detail-oriented Quality Analyst in Mohali for a fast-paced operational quality and compliance role. If you are searching for jobs in Mohali, Quality Analyst jobs in Mohali, or BPO QA jobs in Mohali, this opportunity offers strong exposure to quality audits, customer experience analysis, compliance monitoring, and operational improvement initiatives. As a Quality Analyst, you will evaluate customer interactions, identify improvement opportunities, support compliance standards, and work closely with Operations and Training teams to enhance overall service quality. This role is ideal for professionals who are analytical, process-focused, and passionate about improving customer experience through structured quality practices.

Job Description:

About the Role

You will be responsible for monitoring and evaluating customer interactions across voice and operational processes to ensure adherence to quality standards, business requirements, and compliance expectations. The role requires strong analytical skills, attention to detail, and the ability to identify trends, risks, and opportunities for continuous improvement.

Key Responsibilities

• Evaluate recorded and live customer interactions against customer experience, business process, and compliance standards
• Identify and highlight suspected fraud, risk, or non-compliance cases proactively
• Provide structured feedback and coaching insights based on defined quality evaluation criteria
• Conduct root-cause analysis to identify trends, operational gaps, and improvement opportunities
• Collaborate with Training and Operations teams through calibration sessions and knowledge-sharing initiatives
• Prepare and deliver quality reports, dashboards, and operational analysis within required timelines
• Drive efficiency and process effectiveness through quality tools, best practices, and improvement initiatives
• Ensure all internal and external compliance concerns are documented, escalated, and resolved within timelines
• Support internal and external calibration activities to maintain scoring consistency and quality alignment
• Prepare Training Needs Analysis (TNA) reports and support closure of identified learning gaps
• Handle multiple client processes remotely while maintaining quality standards and operational consistency

Job Requirements:

Qualifications:

• Graduation in any discipline
• Prior experience in Quality Analysis, Quality Audits, or Customer Experience monitoring preferred
• Strong understanding of QA processes, compliance standards, and customer interaction analysis
• Excellent communication and interpersonal skills
• Strong analytical, problem-solving, and reporting abilities
• Ability to work under pressure in a fast-paced operational environment
• Willingness to work in rotational shifts
• Ability to manage multiple tasks and client processes simultaneously
• Strong teamwork, collaboration, and stakeholder coordination skills
• Highly energetic, detail-oriented, and proactive mindset

Why Join Fusion CX?

Strengthen customer experience, drive quality excellence, and grow your career in operational analytics and compliance.

• Work in a high-impact Quality Analyst job in Mohali within a performance-driven environment
• Gain exposure to customer experience analysis, compliance monitoring, and operational quality processes
• Collaborate with Operations, Training, and leadership teams on continuous improvement initiatives
• Build expertise in reporting, calibration, root-cause analysis, and quality management systems
• Be part of a fast-growing workplace focused on learning, performance, and operational excellence
• Explore long-term career growth opportunities in quality assurance, compliance, and operations management

This job vacancy in Mohali is ideal for candidates searching for QA jobs in Mohali, Quality Analyst jobs in Mohali, customer experience analyst jobs, or BPO quality assurance jobs in Mohali. If you are passionate about quality, compliance, and improving customer experience, this role offers the right platform to advance your career.