Quality Insights 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're building next-generation quality analytics and AI-driven measurement systems. To support this transformation, we’re seeking a highly technical professional who combines AI/ML knowledge with contact center quality experience to execute analytics and reporting that drive customer satisfaction. As our Quality Insights Manager, you'll own dashboards, reporting, and analytics that surface trends, themes, and defects in quality performance. You'll leverage AI-enabled tools to accelerate analysis, validate AI model outputs to ensure accuracy, and ensure multilingual parity across evaluations. You'll partner with Data Science and Technology teams to support AI/ML innovation in Quality Monitoring Systems and AI-automated evaluation infrastructure. Your insights enable stakeholders to make data-driven decisions that improve associate quality and customer experience. Success in this role means stakeholder confidence in data accuracy and reliability, timely…