Quality Intelligence Analyst

****About the Role****At RingCentral, the **Quality Intelligence Analyst** is a pivotal force in upholding our high standards for customer service and driving continuous business process improvement. This role demands a keen eye for detail, a strategic mindset, and a passion for elevating customer experience.The primary responsibility of the **Quality Intelligence Analyst** is to assess and monitor the quality of interactions and transactions. They also conduct coaching and certification, participate in process improvement, prepare and send reports, and collaborate and communicate with new hires, agents, and the leadership team. They provide people, process, systems, and product insights to all levels of employees, and are expected to set standards that are time and business appropriate, measure and report on the results of all call and coaching initiatives. This person is also responsible for identifying gaps and areas to improve in our current QA processes. On a regular basis, this p...