Customer Service Quality 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 :

Preferred Qualifications :

Key Competencies :

What we offer :

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.