Quality Analyst – International Telecom Support (WFO, Kolkata)

If you are searching for a call center QA job vacancy in Kolkata and have experience in international telecom operations, this opportunity is designed for you. Fusion CX is hiring a Quality Analyst to monitor, evaluate, and enhance customer interactions across an international telecom support environment. This role is ideal for professionals exploring Kolkata jobs in Quality Assurance who want to drive compliance, elevate customer experience standards, and influence key operational KPIs.

Job Description:

About the Role

As a Quality Analyst (QA) in Kolkata, you will assess voice and non-voice interactions using structured QA scorecards to ensure regulatory compliance, service consistency, and performance excellence. You will collaborate closely with Operations and Training teams to identify gaps, conduct calibrations, and drive measurable improvements.

Key Responsibilities

• Evaluate calls, chats, and emails using defined QA scorecards.
• Ensure adherence to telecom policies and regulatory standards.
• Provide structured, actionable feedback to agents and team leaders.
• Identify quality gaps, performance trends, and root causes.
• Support calibration sessions and reporting requirements.
• Partner with Operations and Training to improve KPIs such as CSAT, AHT, FCR, and Sales.
• Contribute to continuous improvement initiatives across programs.

Job Requirements:

Education

• Graduation from a recognized institution.

Experience & Skills

• 2–3 years of Quality Assurance experience in an international telecom support environment.
• Strong understanding of telecom products, customer journeys, and service workflows.
• Experience with QA tools, CRM platforms, and call monitoring systems.
• Exposure to speech analytics or AI-driven QA tools is an advantage.
• Strong analytical skills with the ability to interpret trends and compliance metrics.
• Ability to work independently and manage multiple reporting timelines.

Language & Communication Requirements

• Excellent English communication skills (verbal and written).
• Ability to deliver constructive, structured feedback professionally.

Other Requirements

• A completed night shift is mandatory.
• 5-day working week; rotational week-offs may apply.
• Work Mode: Work From Office (WFO).

Work Mode & Location

• Work Mode: WFO
• Location: Kolkata, India

Why Join Fusion CX?

At Fusion CX, quality teams play a strategic role in strengthening compliance, customer trust, and operational excellence across international programs. You will gain exposure to advanced QA frameworks, telecom performance analytics, and structured calibration environments — making this a strong opportunity among international telecom QA Kolkata job vacancies for professionals building long-term careers in quality governance and performance leadership as a Quality Analyst in Fusion CX.