Software Support Communication Analyst

**Job Title: Software Support Communication Analyst** **Job summary** The Software Support Communication Analyst is responsible for evaluating support interactions to assess communication effectiveness, identifying training and coaching needs, and collaborating with the Learning Development (LD) team to drive continuous improvement in customer communication standards. The role focuses on enhancing engineer capability, customer experience, and consistency across the support organization. **Job Description** **Key Responsibilities** - Monitor and review customer support calls to evaluate communication skills, including clarity, structure, empathy, tone, and professionalism. - Analyze call quality trends and identify recurring communication gaps and development opportunities. - Translate call analysis findings into structured training and coaching recommendations. - Liaise with the LD team to define communication-related training requirements and support the development of learning programs. - Prepare and maintain detailed call quality and training-needs analysis reports for stakeholders. - Collaborate with Support Managers and Team Leads to enable targeted coaching plans. - Contribute to the definition and continuous improvement of support communication standards, guidelines, and best practices. - Measure and track the impact of communication training initiatives through follow-up evaluations. **We are looking for a professional who:** **Call Quality Assessment** - Consistently performs structured call monitoring aligned with defined communication standards. - Accurately identifies communication strengths, gaps, and behavioral patterns. **Analysis and Insight Generation** - Produces clear, actionable analysis linking call observations to skill development needs. - Identifies trends across teams rather than isolated call-level issues. **Training Needs Identification** - Effectively translates analysis into prioritized training and coaching requirements. - Differentiates between individual coaching needs and organization-wide training gaps. **Collaboration with LD** - Actively partners with the LD team to support the design and refinement of communication training initiatives. - Provides timely, structured input to influence relevant learning content. **Impact Measurement** - Participates in post-training evaluations and validates improvement through call reviews. - Demonstrates measurable improvement in communication quality over time. **Required Qualifications and Experience** - Proven experience in customer support, communication coaching, quality assurance, and training enablement. - Strong verbal and written communication expertise. - 3 to 4 yrs experience in call monitoring and quality analysis in a support environment. - Ability to work cross-functionally with LD, support leadership, and operations teams. - Strong analytical, documentation, and reporting skills. **Key Skills and Competencies** - Communication Excellence - Quality Analysis and Insight Generation - Stakeholder Collaboration - Training Needs Assessment - Continuous Improvement Mindset Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Note: This is a third party job (Aggregated by careeruplift.ai). Shortlisting and Final hiring decision & process is handled by the company.