Quality Analyst – Outbound Collections – Kolkata, India

Are you seeking QA roles or quality analyst jobs in BPO collection process? Join us! Drive better collections outcomes and coach teams to higher standards in a people-first QA role. This quality assurance position blends hands-on coaching, data analysis, and process ownership. It is an ideal opportunity for someone who wants an operational role with clear impact and growth. The contact center or BPM QA job is for professionals looking for call center jobs in quality assurance in Kolkata and for global QA teams hiring in Kolkata, West Bengal.

Job Description:

About the Role

You will monitor outbound collections transactions, identify quality gaps, deliver targeted coaching, and lead process improvements to raise accuracy, compliance, and recovery performance as a QA in Fusion CX Kolkata.

Key Responsibilities

• Monitor transactions as per process guidelines.
• Provide event-based and frequency-based feedback to agents.
• Participate in team huddles and present concise, quality performance briefs.
• Prepare, update, and implement quality assurance policies and SOPs.
• Perform routine quality inspections and audits.
• Conduct root-cause analysis and recommend corrective and preventive actions.
• Drive and enforce process compliance across the workflow.
• Produce timely quality reports and share insights with stakeholders.
• Coach, mentor, and support agent development to improve KPIs and service quality.

Job Requirements:

• Education: Bachelor’s degree (any discipline).
• Experience: Minimum 2 years as a Quality Analyst.
• Collections experience: Minimum 2 years in international collections within a BPO environment (mandatory).
• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).
• Close attention to detail and strong documentation skills.
• Strong understanding of quality frameworks and compliance requirements.
• Ability to work onsite (WFO) in Kolkata.
• Demonstrated coaching, consulting, mentoring, and stakeholder communication skills.

Why Join Fusion CX?

Join a QA team that prioritizes coaching, measurable improvements, and career growth.

• Work in a people-focused environment where coaching and career development are built into the role.
• Influence outcomes through data-driven insights and continuous improvement projects.
• Collaborate closely with operations and cross-functional teams to solve root causes and enhance performance.

If you’re seeking call center QA jobs in Kolkata or exploring BPO Collection hiring in Kolkata, West Bengal, apply now and help raise the standard for collections quality and customer service in a global CX company.