Quality Intelligence Analyst

Say hello to possibilities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

This is where you and your skills come in. We're currently looking for :

Position Objective : Maintains world-class customer service standards through systematic quality monitoring, analysis, and coaching. Evaluates customer interactions across all channels, identifies improvement opportunities, and provides targeted feedback to drive agent performance and customer satisfaction.

Key Responsibilities

Conduct transaction monitoring across voice, email, and chat channels based on established sampling plans

Evaluate interactions against quality scorecards and compliance standards

Identify trends and patterns in service delivery through systematic review

Ensure consistent application of quality standards across the support organization

Perform daily review of customer satisfaction surveys (CSAT / DSAT)

Conduct root cause analysis on detractor feedback and low-scoring interactions

Analyze quality data to identify training needs and performance gaps

Track and report on quality metrics, trends, and improvement opportunities

Provide constructive, actionable feedback to agents and team leads

Deliver coaching sessions (1 : 1s and team huddles) focused on skill development

Support new hire onboarding through mock calls, evaluations, and certification

Partner with training teams to address identified skill gaps

Generate timely, accurate reports including :

Agent and team performance scorecards

CSAT and quality trend analysis

Commendations and policy violation reports

Calibration session outcomes and QA accuracy metrics

Present findings and recommendations to leadership and operations teams

Participate in calibration sessions to ensure scoring consistency across QA team

Recommend policy updates and best practice enhancements based on monitoring insights

Contribute to quality framework updates and scorecard refinements

Required Qualifications :

2+ years of experience in quality assurance, quality monitoring, or similar analytical role in a contact center environment

Strong proficiency in data analysis, pivot tables, and reporting functions

Proven ability to conduct root cause analysis and identify actionable insights from data

Experience providing coaching and developmental feedback to frontline employees

Excellent written and verbal communication skills with ability to deliver constructive feedback

Strong attention to detail with consistent accuracy in evaluations

Must be amenable to work in US shift.

Preferred Qualifications :

Experience supporting global customers across multiple time zones

Background in customer support or contact center operations

Familiarity with quality management systems and contact center platforms

Experience with data visualization or BI tools

Key Competencies :

Analytical Thinking - Identifies patterns, conducts root cause analysis, and translates data into actionable insights

Communication - Delivers clear, constructive feedback that drives behavioral change

Attention to Detail - Maintains high accuracy and consistency in quality evaluations

Time Management - Manages multiple priorities and consistently meets deadlines

Collaboration - Builds productive relationships with agents, leaders, and cross-functional partners

Adaptability - Operates effectively in a fast-paced environment with evolving priorities

What we offer : Mediclaim benefits

Paid holidays

Casual / Sick leave

Privilege leave

Bereavement leave

Maternity & Paternity leave

Wellness programs & coaching

Employee referral bonus

Professional development allowances

Night shift allowances

RingCentral's Engineering team works on high-complexity projects that set the standard for performance and reliability at massive scale. What kind of scale Millions of users today and hundreds of millions tomorrow. This is your chance to help imagine, develop and deliver products that raise the technological bar, and power human connections. If you're a talented, ambitious, creative thinker, RingCentral is the perfect environment to join a world class team and bring your ideas to life.

RingCentral's work culture is the backbone of our success. And don't just take our word for it : we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line : We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE : RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™(MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Skills Required

Bi Tools, Root Cause Analysis, Coaching, Pivot Tables, Data Analysis, Data Visualization