Quality Analyst

Job Summary

Quality Analyst Jobs in Siliguri | Outbound QA Quality Analyst Hair Healthcare Support Siliguri (WFO)

If you are exploring quality assurance or quality analyst jobs in Siliguri that allow you to work at the intersection of quality, process governance, and premium outbound operations, this role offers the right balance of responsibility and career growth. Fusion CX is hiring Quality Analysts to strengthen audit accuracy, calibration standards, and process compliance across the programs. The Siliguri job vacancy for a QA role is ideal for professionals who thrive in analytical roles within a structured, performance-driven environment and want to build long-term expertise in quality assurance.

Role Overview

As a Quality Analyst Outbound Operations, you will be responsible for monitoring, auditing, and improving the quality of customer interactions across premium outbound programs. You will ensure adherence to defined processes, support continuous improvement, and work closely with operations to strengthen quality outcomes and agent capability.

Key Responsibilities

• Ensure adherence to company-defined quality standards and operational processes
• Conduct transactional audits across all contact center media used, including outbound and inbound interactions
• Perform interaction and case audits to assess overall process compliance and identify improvement areas
• Maintain familiarity with the languages used in audited interactions
• Carry out call calibrations to ensure scoring consistency and alignment
• Deliver structured feedback for all completed audits
• Conduct competency checks for new recruits
• Support soft skills training initiatives aligned to quality gaps
• Take corrective actions to improve process efficiency and service quality
• Ensure completion of a minimum of 10 audits per consultant per month as per quality guidelines
• Contribute to process investigations and recommend quality-driven improvements

Responsibilities may evolve based on operational requirements.

Education

• Graduate qualification from any educational field under the 10+2+3 format
• Exceptional undergraduate also candidates may be considered.

Experience Skills

• Minimum 1 year of experience in a Quality Analyst role within premium contact center environments
• Prior QA exposure in premium customer experience programs
• Yellow Belt certification is mandatory
• Strong aptitude skills, including reasoning, logic, and problem-solving
• Ability to analyze interaction quality and drive corrective actions
• Strong attention to detail and process orientation
• Effective communication skills for audit feedback and calibration discussions

Work Mode

• Work From Office (WFO)
• Location: Siliguri

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