Job Description

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 chat 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 chat 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.

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About the Role

As a Quality Analyst - Chat Operations, you will be responsible for monitoring, auditing, and improving the quality of customer interactions across premium chat 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 chat 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 and chat 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.

Job Requirements:

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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 chat 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

Why Join Fusion CX?

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Fusion CX provides quality professionals with clear ownership, measurable impact, and structured career progression. For candidates seeking QA or quality assurance jobs in Siliguri that go beyond routine monitoring, this Siliguri job vacancy for quality and compliance monitoring for the Chat Support team offers exposure to premium chat operations, continuous improvement initiatives, and a stable quality framework within a performance-focused environment.