Quality Analyst – Healthcare Customer Service (WFO, Kolkata)

Precision defines this role. If you are looking for a QA job vacancy in Kolkata where your audits directly influence patient experience and service compliance, this position offers hands-on ownership of quality governance within healthcare support operations. Fusion CX is seeking a Quality Analyst who can evaluate interactions, detect process gaps, and elevate service standards through structured feedback and analysis.

Job Description:

About the Role

As a Quality Analyst, you will conduct transactional and interaction audits across multiple communication channels, evaluate compliance with defined service standards, and support continuous improvement initiatives. The QA job in Kolkata requires analytical capability, process discipline, and structured feedback delivery.

Key Responsibilities

• Conduct sample audits (transactional and interaction-based) across all communication channels used in the contact center.
• Ensure adherence to defined company processes and investigate deviations.
• Evaluate overall process compliance and recommend process improvements.
• Provide structured feedback for all audits conducted.
• Conduct call calibrations to maintain scoring consistency.
• Support competency checks for new recruits.
• Deliver soft skills guidance and quality coaching where required.
• Take corrective actions to improve process efficiency and quality outcomes.
• Maintain defined audit volumes per consultant each month.
• Drive quality metrics and compliance benchmarks consistently.

Job Requirements:

Education

• Graduation from a recognized institution (10+2+3 format).
• Exceptional candidates at the undergraduate level may be considered with prior approval.

Experience & Skills

• Minimum 1 year of work experience in a contact center environment.
• Strong aptitude skills, including reasoning, logic, and problem-solving.
• Experience in conducting call audits and interaction monitoring.
• Ability to analyze trends and recommend corrective actions.
• Well-versed in the languages used in the calls being audited.
• Strong attention to detail and documentation accuracy.
• Proficiency in Microsoft Office applications.

Language & Communication Requirements

• Strong verbal and written communication skills.
• Ability to deliver structured, constructive feedback professionally.

Other Requirements

• This is an onsite role.
• Work Mode: Work From Office (WFO).
• Location: Kolkata, India

Why Join Fusion CX?

At Fusion CX, quality teams are integral to strengthening compliance, improving customer experience, and driving operational excellence. You will gain exposure to structured audit frameworks, calibration practices, and process improvement initiatives. It is a strong opportunity among Kolkata QA job vacancies for professionals building long-term careers in quality assurance and performance governance.