Quality Performance Manager, Ring Blink Customer Support Quality Assurance (CSQA) team

Job description

Ring and Blink Customer Support assists millions of customers annually with product and account questions. Associates resolve inquiries ranging from technical support to account management, delivering consistent and exceptional customer experiences. The Customer Support Quality Assurance (CSQA) team, as part of the broader Neighbor Excellence organization, provides data-driven insights to elevate associate performance across Ring and Blink customer service interactions. CSQA partners across Operations, Learning, Content, and Technology to implement enhancements that drive customer satisfaction. We are seeking an experienced Quality Performance Manager and AI-forward leader to support end-to-end associate quality improvement. This role executes quality framework initiatives, manages inspection processes, and coordinates cross-functional projects that elevate associate performance and customer satisfaction through AI-driven automation and scaled delivery. Success in this role means sustained improvement in associate quality across multiple teams and channels, reduced defect recurrence, consistent application of quality standards, and manager confidence in quality outcomes and program execution—achieved through leveraging AI-driven workflows that streamline operations and scale quality framework influence. Key job responsibilities Quality Improvement Delivery - Support and own end-to-end associate quality improvement across Ring and Blink Customer Support by partnering with multiple teams - Partner with Quality Insights Manager to translate data insights into clear action…