Software Support Communication Analyst

Job Title: Software Support Communication Analyst

WHO WE ARE:

Esko is a part of Veralto’s Product Quality & Innovation companies. Esko is a global provider of integrated software and hardware solutions that accelerate the go-to-market process of packaged goods. Our products empower teams to support and manage the packaging design and print processes for brand owners, retailers, pre-media and trade shops, manufacturers, and converters.

Veralto is a global leader in essential technology solutions with annual revenue of nearly $5 billion and a proven track record of solving some of the most complex challenges we face as a society. Our industry-leading companies and globally recognized brands are building on a long-established legacy of innovation and customer trust to create a safer, cleaner, more vibrant future. Veralto is headquartered in Waltham, Mass. with 13 operating companies and 300+ locations worldwide. Our global team of 16,000 associates is committed to making an enduring positive impact on the world and is united by a powerful purpose:  Safeguarding the World’s Most Vital Resources™.

Imagine a world where everyone has access to clean water, safe food and medicine, and trusted essential goods. That is the tomorrow Veralto (VLTO) is creating today.

Veralto’s Product Quality & Innovation companies—Esko, Linx, Pantone, Videojet, and X-Rite—help package and protect the world’s food, medicine, and essentials, tracing and authenticating billions of goods that travel the global supply chain every day.

Veralto’s Water Quality companies—Aquatic Informatics, ChemTreat, Hach, McCrometer, OTT HydroMet, Sea-Bird Scientific, Trojan Technologies and XOS—help manage, treat, purify, and protect the global water supply, from municipal and industrial wastewater treatment facilities to lakes, rivers, watersheds, and oceans.

WHAT YOU CAN EXPECT FROM ESKO:

We are committed to creating a diverse and inclusive organization and are proud to be an equal opportunity employer. We welcome every voice and are committed to building a truly inclusive environment where your differences are not just welcomed; they are celebrated. We’re building a best- in-class experience for our employees and are always identifying opportunities to encourage our team to be their authentic selves. Personal development opportunities or professional stretch assignments, you can expect Esko to support you!

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 (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.

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 L&D 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 L&D

• Actively partners with the L&D 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 L&D, 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

What We Value

We believe that real breakthroughs come from teams that think big and respect each other’s differences – different ideas, different perspectives, and different experiences. We encourage all voices to be heard, both internally as we collaborate and externally as we listen to our customers’ most pressing needs. And we would love to have you on this journey with us! Apply today.

Our Culture

More important than what we do is how we operate together as a team across our global organization. Each of our businesses has a unique local culture which is inspired by variety of perspectives our diverse team members bring to the table. However, Veralto and all our businesses share the same foundation comprised of our values and passion for continuous improvement through the Veralto Enterprise System that enables our teams to bring our unifying purpose to life around the world.

Our Values

• We serve humanity with purpose and integrity.
• We unlock ingenuity for customer success.
• We deliver results as a team.
• We continually improve for enduring impact.

Our offer

• We grow talent; we give you the opportunity to develop your career based on your strengths. ESKO is a career destination for engaged passionate and talented people who are driven to seek innovation, growth, and opportunity.
• A career with ESKO will push you and challenge you, providing growth opportunities and the
• prospects to advance your career.
• If you are a driven high achiever, you will work with committed, like-minded people, giving you the
• support to reach your full potential.
• At Veralto, your potential is amplified. Our culture of continuous improvement defines who we are, drives our success, and translates to a career without limits for our team of curious associates.

Equal Opportunity:

Veralto Corporation and all Veralto Companies are committed to equal opportunity regardless of race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. We value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.