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

Key job responsibilities

• Surface trends, themes, and systemic defects to improve associate quality and customer experience
• Translate quality insights into clear, actionable problem statements that enable stakeholders to develop improvement strategies and measurably enhance associate quality and customer satisfaction
• Maintain clear documentation of insights, assumptions, and confidence levels
• Ensure data accuracy and system reliability by inspecting and validating quality data inputs across human and automated evaluations, identifying and resolving gaps in measurement accuracy, consistency, and reliability, and ensuring multilingual parity in quality evaluation across all supported languages
• Partner with automation and quality teams to improve data integrity
• Own dashboards, reporting views, and analytical frameworks that support proactive quality management, using AI tools to accelerate analysis, trend detection, and insight generation, and support development of predictive models to forecast performance trends and identify emerging risks
• Support stakeholders in developing action plans with clear owners and timelines when identifying performance gaps
• Work with Data Science and Technology teams to validate AI model outputs, ensuring evaluation accuracy and multilingual consistency, and providing feedback that refines evaluation datasets and improves model performance
• Monitor measurement systems and recommend improvements to ensure they evolve with business needs and maintain accuracy at scale, and monitor reporting mechanism effectiveness and recommend measurement standard improvements based on outcomes, business needs, and stakeholder feedback to maintain relevance and accuracy
• Enablement & Risk Management: Present insights clearly to stakeholders with risk assessment and recommended focus areas, escalate appropriately when insights are not acted upon or when data indicates growing customer impact, and partner with cross-functional teams including Data Science, Product, and Technology to refine evaluation datasets and improve model performance

About The Team

As part of the Neighbor Excellence Team (NET), CSQA operates within Ring and Blink's centralized support excellence organization. NET brings together specialized peer functions—including Neighbor Experience, Learning Experience, Training Delivery, Content and Engagement, Leadership Development, and CSQA—under one leadership structure to drive coordinated improvements in customer service quality. Our mission is to evaluate customer interactions through our quality framework, conducting inspections across various channels. We facilitate regular calibration sessions that ensure consistent evaluation standards across all quality analysts, measuring both individual consistency and team-wide alignment. CSQA also maintains quality control through systematic review processes that verify scoring accuracy and identify opportunities for analyst development, enabling stakeholders to understand customer sentiment and drive continuous improvement.