Job Description
Job Responsibilities:
Conduct regular audits of customer interactions, support tickets, and service requests.
Identify process gaps, customer pain points, and agent performance trends.
Collaborate with Ops Managers and Team Leads to share actionable feedback and drive improvements.
Monitor service KPIs like TAT, FCR, Repeat and CSAT, and contribute to service quality initiatives.
Help enhance our QA framework, audit sheets, and reporting mechanisms.
Support training needs through data-driven insights and trend reports.
Required Skills
Strong understanding of cloud hosting operations, remote desktop environments, and customer support workflows.
Excellent analytical, observation, and communication skills.
Experience with audit tools, CRM/ticketing platforms (Zoho Desk).
Proactive attitude and a keen eye for process improvement.
Qualifications
Bachelor’s degree
Minimum 2+ Years of experience in Quality Assurance, preferably in a cloud hosting, Saa...
Conduct regular audits of customer interactions, support tickets, and service requests.
Identify process gaps, customer pain points, and agent performance trends.
Collaborate with Ops Managers and Team Leads to share actionable feedback and drive improvements.
Monitor service KPIs like TAT, FCR, Repeat and CSAT, and contribute to service quality initiatives.
Help enhance our QA framework, audit sheets, and reporting mechanisms.
Support training needs through data-driven insights and trend reports.
Required Skills
Strong understanding of cloud hosting operations, remote desktop environments, and customer support workflows.
Excellent analytical, observation, and communication skills.
Experience with audit tools, CRM/ticketing platforms (Zoho Desk).
Proactive attitude and a keen eye for process improvement.
Qualifications
Bachelor’s degree
Minimum 2+ Years of experience in Quality Assurance, preferably in a cloud hosting, Saa...
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