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
Requirements
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
Benefits
Well-coordinated professional team.Cutting edge technologies, interesting and challenging tasks, dynamic project, great opportunities for self-realization, professional and career growth.Additional Health and Life Insurance Package.Employee Assistance Program.25 vacation days.102,26 EUR/200 BGN Digital Food Vouchers.61, 36 EUR/120 BGN Gross as part of the salary for Working Expenses Allowance.About RingCentralRingCentral is an equal opportunity employer that truly values diversity. We do not discriminate onHealth insurancePaid time offFlexible schedule
Additional Information
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 a Quality Analyst within our Technical Support team.
In this role you will maintain world-class customer service standards through systematic quality monitoring, analysis, and coaching. You will be responsible for evaluating customer interactions across all channels, identifying improvement opportunities, and providing targeted feedback to drive agent performance and customer satisfaction.
This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
Ringcentral · Bulgaria