Software Support Communication Analyst

Software Support Communication Analyst responsible for evaluating support interactions to assess communication effectiveness, identifying training and coaching needs, and collaborating with the Learning & Development (L&D) team to drive continuous improvement in customer communication standards. The role focuses on enhancing engineer capability, customer experience, and consistency across the support organization. Key responsibilities include monitoring and reviewing customer support calls to evaluate communication skills (clarity, structure, empathy, tone, professionalism), analyzing call quality trends, translating findings into structured training recommendations, liaising with L&D to define training requirements, preparing call quality reports, collaborating with Support Managers and Team Leads to enable targeted coaching plans, and contributing to the definition and continuous improvement of support communication standards, guidelines, and best practices. The ideal candidate will have strong communication skills, experience in quality analysis, and a track record of driving improvements in support communications.