Quality Analyst Eldnexa Technologies

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)