Quality Analyst - E-Commerce Support

As an experienced QA professional with a sharp eye for detail and a strong background in e-commerce customer service operations, you are invited to join Fusion CX as a Quality Analyst at our Bangalore location. With over two years of experience in quality assurance within BPO or CX environments, this role provides you with the opportunity to shape customer excellence in a dynamic call center and customer service setting in Bangalore. Your main responsibilities will include monitoring and evaluating customer interactions across various channels to ensure process compliance and communication quality. You will be auditing calls, chats, and transactions to assess agent performance against predefined quality benchmarks and identifying gaps in customer handling, process adherence, and service delivery. Providing constructive feedback and coaching to frontline teams, collaborating with Training and Operations teams for upskilling and process improvement, and maintaining quality dashboards and reports for actionable insights are crucial aspects of this role. To qualify for this position, you need to be a graduate in any discipline with a minimum of 2 years of experience as a Quality Analyst in BPO or customer support, specifically in e-commerce processes. A strong understanding of QA metrics, call audit procedures, and CSAT/DSAT analysis is required, along with excellent communication, feedback delivery, and documentation skills. Proficiency in MS Excel, reporting tools, and QA documentation is essential, as well as the ability to work in a fast-paced environment and support multiple teams. The role also requires willingness to work from the Bangalore office. Joining Fusion CX in Bangalore means being part of a team committed to delivering excellence at every customer touchpoint. You will have the opportunity to work with a global customer experience leader supporting a major e-commerce account, contribute to a performance-focused workplace culture, access upskilling opportunities and structured career paths, and collaborate with passionate professionals in an inclusive environment. Your insights, initiative, and quality impact will be recognized and valued. If you are looking for customer service or call center jobs in Bangalore that emphasize quality and growth, apply now to elevate your QA career with Fusion CX in Bangalore, India.,