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5 Fusion CX Quality Analyst Jobs
Quality Analyst - Retail / E Commerce
2-6 years
₹ 2.16 - 4.5L/yr (AmbitionBox estimate)
Chennai
1 vacancy
Quality Analyst - Retail / E Commerce
Fusion CX
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Audits and Feedback: Conduct regular audits of calls, emails, chats, or other customer interactions to assess adherence to quality standards. Provide constructive feedback to agents and team leaders based on audit findings.
- Compliance Checks: Ensure compliance with company policies, industry regulations, and legal requirements. Identify any deviations and collaborate with relevant stakeholders to address them promptly.
- Process Improvement: Identify gaps in existing processes and develop action plans to address them. Collaborate with operations teams to implement corrective measures and improve overall efficiency and effectiveness.
- Briefings and Daily Dip Checks: Conduct briefings to update agents on quality standards, process changes, and performance expectations. Perform daily dip checks to monitor quality metrics and address any immediate concerns.
- E-commerce Expertise: Utilize knowledge of e-commerce industry practices and trends to enhance quality monitoring and feedback processes. Understand specific challenges and requirements related to e-commerce customer service.
- Minimum graduate or equivalent
- At least one year of experience as a Quality Analyst in a BPO environment.
- Proficiency in Telugu is mandatory.
- Proficiency in Kannada, Tamil, or Malayalam is preferred.
- The ability to effectively communicate in English and any regional language(s) is essential for
conducting audits, providing feedback, and interacting with diverse teams.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Detail-oriented with a focus on accuracy and consistency.
- Ability to multitask and prioritize workload in a fast-paced environment.
- Familiarity with quality assurance tools and methodologies.
- Adaptability to changing priorities and business requirements.
- Previous experience in a customer service or e-commerce environment is an added advantage.
Employment Type: Full Time, Permanent
Functional Areas: Customer Service & Operations
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(based on 79 Fusion CX interviews) What Quality Analyst at Fusion CX are saying
Rating based on 60 Quality Analyst
reviews
Anonymous · Business Process Quality
in Kolkata, West Bengal
The manager is supportive. No too much pressure.
1. Low salary 2. Stop the incentive without any reason 3. No job security.Anyday anytime they can ask to leave. 4. No matter what is your post, you have to do anything like IT work, business analysis etc 5. Third class management team. 6. No one help you from the HR team.
Read 60 reviewsQuality Analyst salary at Fusion CX
What Fusion CX employees are saying about work life
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