Quality Analyst – Global – Siliguri

Are you a QA professional currently exploring quality analyst jobs in Siliguri? Are you detail-oriented and aspire to grow your career with a global company? If your answer is yes, then this is an opportunity for you! Fusion CX is actively seeking dedicated quality analysts to join our dynamic team in Siliguri, where you will audit global processes for our renowned clients. At Fusion, CX is on a mission to enhance customer experiences with innovative solutions and exceptional services. Our worldwide network of professionals committed to customer experience (CX) innovation, transformation, and excellence supports this effort. In this critical QA role, you will be an essential part of our mission to elevate service quality and customer experience. Sounds exciting! Apply now and be part of a memorable career journey with us.

Job Description:

As a Quality Analyst in Siliguri, you will play a vital role in ensuring the efficient operation of our call centers, driving process improvements, and producing insightful reports that support our operational goals.

Main Responsibilities:

• Manage call volume, daily attendance, and program break schedules to optimize performance.
• Collaborate closely with the operations team to analyze and enhance delivery processes.
• Generate innovative ideas for process and service improvement planning.
• Produce daily, biweekly, and monthly internal and external reports.
• Assist with various projects and other duties as assigned.

Job Requirements:

Skills and Qualifications:

The Fusion CX Siliguri Quality Analyst role focused on auditing global processes needs the following qualifications and qualities:

• Strong work ethic and commitment to excellence.
• Advanced Microsoft Excel skills, including knowledge of complex formulas; proficiency in MS Word and email communication.
• Experience with IEX, CMS, and Avaya systems.
• Ability to create detailed reports in Excel and forecast outcomes accurately.
• Exceptional attention to detail and a high level of accuracy.
• Proven ability to multi-task and maintain focus for extended periods to meet deadlines.
• Previous call center experience is required for the Siliguri quality analyst role.
• Previous experience in Workforce Management is considered an asset.

Personal Attributes:

• Proactive with a strong initiative.
• Flexible team player with a positive attitude.
• Excellent time management skills, capable of working independently under tight timelines.
• Ability to manage multiple projects simultaneously.
• Friendly, professional demeanor with a strong commitment to quality.
• Highly organized with the ability to adapt quickly to change.
• Consistent attendance record.
• Excellent communication skills, both oral and written.
• Strong problem-solving abilities.

Additional Information:

• This position will require night shifts and will be based in the office
• This quality analyst position may involve transitioning to replace onsite resources

Why Join Fusion CX?

At Fusion CX, we truly value our employees and cultivate a culture of growth and innovation. By joining our team, you will be part of an organization that prioritizes professional development and collaboration. If you’re searching for QA jobs in Siliguri, Fusion CX is the ideal place for you. We offer competitive salaries, comprehensive benefits, and a supportive and inclusive environment that encourages creativity and initiative. Join us as a quality analyst in Siliguri to audit the processes of leading global clients. If you are ready to take your career to the next level and contribute to a company that makes a meaningful difference, apply today and help us shape the future of customer experience!