Quality Analyst

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.

Qualifications:

• Bachelor’s degree
• Minimum 2+ Years of experience in Quality Assurance, preferably in a cloud hosting, SaaS, or technical support environment.

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.

About RTDS:

Founded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology, specializing in Cloud Computing and Cloud Telephony. We empower businesses worldwide with technologically advanced solutions that streamline operations and enhance efficiency. Being a market leader, we've catered to 10,000+ clients across the globe, consistently guaranteeing exceptional services.

Our Mission:

To become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.

Our Vision:

Our vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.

Our Brands:

AceCloud:

AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises. Its comprehensive suite of services includes:

• Public Cloud
• Private Cloud
• Cloud GPUs
• Kubernetes
• Infrastructure as a Service (IaaS)
• AWS Services

Ace Cloud is working closely with AWS for the SMB and Startup verticals PAN India. We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI. With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients. Learn more: https://acecloud.ai/

Ace Cloud Hosting:

Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloud-based technologies. Its services include:

• Accounting/Tax Application Hosting,
• Managed Security Services
• Managed IT Services and
• Hosted Virtual Desktop Solutions

Learn More: https://www.acecloudhosting.com/

Key Highlights:

Industry Experience:

Data Center Partners:

Strategic Partnerships:

• Microsoft Direct Partner under the CSP Program.
• Intuit Authorized Commercial Hosting Provider.
• AWS Advanced Consulting Partner with Storage & SMB Competencies
• VMware Enterprise Partner for Infrastructure & Desktop Virtualization solutions

Accreditations and Memberships:

• ISO/IEC 27001:2022 Certified
• Registered with NASSCOM
• Member of the Internet Telephony Services Providers’ Association in the UK.

Awards and Recognitions:

• Customer Service Department of the Year Stevie Award (2024)
• CPA Practice Advisor Readers' Choice Awards (2023)
• VMware Accelerating Cloud Provider Partner Award (2020)
• K2 Quality Award for Customer Satisfaction (2019)
• Great User Experience Award by FinancesOnline (2018)
• User Favourite Award by Accountex USA (2016)

Contact Information

Website: