• The Analyst will need to identify the call or case that requires auditing based on targets set 

• Audits are to be conducted with the aim of analyzing the call, identifying relevant gaps, filling out the evaluation form, sharing insights on adhering to defined processes, and providing high standards of customer experience. 

• Collaborate on SOP & Business Process modifications for CS

•  Assist with weekly,monthly reporting focused on trends and insights to drive quality across Teams

• Participate in  rating calibration through Audit on Auditors & other quality calibration activities 

• Review the Reviewer ( Auditing the TLs and Managers Audits)

• Participate in UAT as a part of change management, creation and publishing of articles as required

• Project management and continuous process improvement \

• Reviewing and publishing SOPs/articles

• New hire certification

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks.  Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process,  please contact us at (800) 424-8749 or email us at [email protected] for assistance.