Quality Analyst

Job Opportunity: Quality Analyst - BPO SectorCompany: Eldnexna Technology LLP Location: [DN-24 Matrix Tower, Opposite ICICI Bank College More Branch] About Eldnexna Technology LLP: Eldnexna Technology LLP is a rapidly growing organization dedicated to [mention a brief company value or industry focus, e.g., "delivering exceptional service to our clients," or "innovative solutions"]. We are seeking a meticulous and experienced Quality Analyst to ensure the highest standards of service delivery within our BPO operations. We are looking for a skilled Quality Analyst to monitor and evaluate the performance of our BPO agents, ensuring adherence to quality standards, process compliance, and customer satisfaction. The Quality Analyst will play a crucial role in identifying areas for improvement and contributing to the overall enhancement of our service quality. Key Responsibilities: Conduct regular call monitoring and transaction auditing for BPO agents. Evaluate agent performance against defined quality parameters and KPIs. Provide constructive feedback and coaching to agents to improve their performance. Identify trends, root causes of errors, and areas for process improvement. Prepare and present quality reports to management. Participate in calibration sessions to ensure consistency in quality evaluations. Assist in developing and updating quality guidelines and training materials. Contribute to a culture of continuous improvement and excellence. Requirements: Experience: Proven experience as a Quality Analyst or a similar role within the BPO (Business Process Outsourcing) sector is essential. Analytical Skills: Strong analytical and problem-solving abilities to identify performance gaps and propose solutions. Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear and actionable feedback. Attention to Detail: Meticulous attention to detail and accuracy in evaluations. Tools Proficiency: Familiarity with call monitoring systems, CRM software, and quality management tools. Team Player: Ability to work collaboratively with agents, team leaders, and management. Salary: We offer a competitive salary package, including a handsome hike from your previous salary, commensurate with your experience and skills. Benefits: Attractive compensation and performance-based incentives. Opportunities for professional development and career advancement. A supportive and collaborative work environment. If you are a dedicated Quality Analyst with a passion for driving excellence in the BPO sector, we encourage you to apply! or call us on 8100425709 (HR shweta)