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, SaaS, or technical support environment.
ABOUT RTDS
Founded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology, specializing in Cloud Computing. 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 continuous innovation-led services include:
- Managed Cloud Hosting Services
- AWS Cloud Services
- Public Cloud Solutions
- Cybersecurity Solutions
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
- Hosted Virtual Desktop Solutions
Learn More: https://www.acecloudhosting.com/
KEY HIGHLIGHTS
- Industry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employees
- Data Center Partners: 10+ data center partners located across the USA, UK, and India
- 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: https://www.myrealdata.in
