Quality Analyst – Customer Support – Siliguri, West Bengal

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.