Quality Analyst – Inbound E-commerce Support (WFO, Siliguri)

If you are searching for call center QA jobs in Siliguri and want a role that focuses on monitoring, coaching, and performance governance, this opportunity is designed for you. Fusion CX is hiring a Quality Analyst to audit inbound customer support operations, strengthen compliance standards, and drive continuous improvement. This position is ideal for professionals exploring a Siliguri job vacancy for quality analyst (QA) roles with structured exposure to quality frameworks and calibration processes.

Job Description:

About the Role

As a Quality Analyst, you will evaluate customer interactions, ensure adherence to defined quality benchmarks, and provide actionable feedback to improve performance. The role requires strong analytical ability, coaching capability, and a detailed understanding of compliance standards across assigned programs.

Key Responsibilities

• Audit new and existing staff on e-commerce process knowledge, systems, and regulatory standards.
• Listen to and score call recordings to validate accuracy and compliance.
• Provide structured coaching and improvement feedback to team members.
• Maintain a functional understanding of assigned programs and quality requirements.
• Document audit findings on defined QA scorecards with factual written explanations.
• Prepare weekly and monthly monitoring summary reports.
• Ensure each assigned agent is audited as per the defined monitoring frequency.
• Participate in weekly calibration sessions to maintain scoring consistency.
• Deliver quality review sessions and structured feedback discussions.
• Act as a subject matter expert and support supervisors when required.
• Collaborate with internal quality and operations teams to strengthen service standards.
• Adapt to evolving operational requirements and compliance updates.

Job Requirements:

Education

• Graduation from a recognized institution.

Experience & Skills

• Previous experience as a Quality Analyst is mandatory.
• Minimum 12 months of continuous experience on a customer support project.
• Strong understanding of call monitoring, quality scorecards, and calibration practices.
• Excellent interpersonal and coaching skills.
• Ability to remain composed and professional during peak volumes.
• Strong multitasking ability with adherence to deadlines.
• Basic proficiency in Microsoft Office applications.

Language & Communication Requirements

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

Other Requirements

• Must be able to attend on-location training to accept this position.
• This is an onsite and Work-from-office role.

Work Mode & Location

• Work Mode: WFO
• Location: Siliguri, India

Why Join Fusion CX?

At Fusion CX, quality teams play a strategic role in strengthening service excellence and operational compliance. You will gain structured exposure to calibration methodologies, performance analytics, and continuous improvement frameworks — making this a strong opportunity among call center QA Siliguri job vacancies for professionals building long-term careers in quality assurance leadership within customer support operations. Apply now and join us as a Quality Analyst in Siliguri, India, at Fusion CX.