Quality Analyst – Device Care & After-Sales Service –Operations (WFO, Navi Mumbai)

If you are exploring quality assurance jobs in Mumbai and want to work in a role that directly impacts service standards, agent performance, and customer experience, this opportunity offers focused ownership within a structured, performance-driven environment. Fusion CX is hiring a Quality Analyst in Mumbai for an on-site role suited for professionals seeking a stable QA job vacancy in Mumbai with clear responsibilities and measurable outcomes.

Job Description:

About the Role

As a Quality Analyst, you will be responsible for monitoring quality performance, identifying trends, and supporting continuous improvement through structured feedback and calibration. This role focuses on call monitoring, performance tracking, and collaboration with training and internal stakeholders to ensure consistent service delivery.

Key Responsibilities

• Manage BQ performance and share Training Needs Analysis (TNA) with the Training team
• Perform call monitoring and analyze interaction quality
• Provide trend data and insights based on monitoring results
• Use quality monitoring data management systems to compile and track performance at both team and individual levels
• Participate in customer and listening programs to identify customer needs and expectations
• Coordinate and facilitate call calibration sessions with internal and external stakeholders

Responsibilities may evolve based on operational requirements.

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Proven experience in quality monitoring or quality assurance within a contact center or operations environment
• Strong analytical skills with the ability to identify trends and performance gaps
• Attention to detail and consistency in quality evaluations
• Ability to interpret quality data and share actionable insights
• Effective communication and coordination skills
• Ability to work in a structured, on-site operational environment

Work Mode

• Work From Office (WFO)
• Mumbai

Why Join Fusion CX?

At Fusion CX, quality roles are built around accountability, consistency, and impact. For professionals seeking quality assurance jobs in Mumbai, this role offers hands-on experience in performance governance, calibration, and quality improvement frameworks. If you are evaluating a serious QA job vacancy in Mumbai that emphasizes structured execution and long-term skill development, this opportunity provides stability and professional growth within a disciplined operational environment.