Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries. 
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests. 
Our Mission is to enable our clients to maximize business impact from technology by

• Harnessing the transformational impact of emerging technologies
• Bridging the gap between business and technology

Role Description

Design and contribute to call/chat/email monitoring formats and quality standards.
 Monitor live and recorded interactions to evaluate associate demeanor, communication skills, technical accuracy, and customer service.
 Track and analyze performance data using QA monitoring tools at both individual and team levels.
 Review customer care email communications for quality and compliance.
 Participate in customer and client feedback programs to understand user needs and expectations.
 Provide detailed, actionable feedback to internal stakeholders and support teams.
 Facilitate calibration sessions to ensure consistency across quality evaluations.
 Deliver real-time feedback and coaching to Technical Support Engineers.
 Generate internal and external quality reports for management review.
 Contribute to the continuous improvement of training materials and QA processes.
 Perform additional duties as assigned.

Technical Skills

Nice-to-have skills

Qualifications

Strong attention to detail with excellent analytical and communication skills.
 Ability to deliver constructive feedback in a professional and effective manner.
 Familiarity with customer support environments, QA tools, and performance metrics.
 Prior experience in customer service, technical support, or QA is preferred.
 Comfortable working in a fast-paced and team-oriented environment.
 Must ready to work as per US timings i.e. Night shifts
 Will be actively involved in new hire training and up-skilling.

Company Value

We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.