Quality Intelligence Analyst | Technical Support

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.

• 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

• 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

• 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

• 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

What we offer: 

• 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 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. 

#LI-JW1