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

Amazon•Hawthorne, CA

About The Position

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 delivery of clear insights, consistent AI-driven quality evaluations, and effective cross-functional partnerships that enable stakeholders to execute improvement actions that result in measurable improvement in associate quality results. You start your day reviewing quality dashboards and data to identify emerging defects, trends, and performance patterns. You pressure-test multilingual evaluation consistency across all supported languages to ensure parity in quality measurement. You support development of predictive models to forecast performance trends and identify emerging risks before they impact customers. You partner with stakeholders to walk through problem statements and risk areas, ensuring they have clear, actionable insights to drive improvement. When you identify a performance gap, you surface what requires attention, why it matters, and what the customer impact is if left unaddressed - enabling stakeholders to create action plans with clear owners and timelines. Throughout the day, you work with Data Science and Technology teams to validate AI model outputs, ensuring evaluation accuracy and multilingual consistency. You provide feedback that refines evaluation datasets and improves model performance, supporting measurement systems to evolve with business needs and maintain accuracy at scale. You monitor measurement systems, identify data quality issues, and monitor reporting mechanism effectiveness, recommending measurement standard improvements based on outcomes and stakeholder feedback. You also support ad-hoc reporting requests, delivering timely insights that inform strategic decisions across the organization. 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. What makes NET unique is our closed-loop continuous improvement approach. CSQA's quality insights don't just generate reports—they trigger coordinated action across NET's partner functions. When we identify performance trends or improvement opportunities, those insights flow to teams responsible for training, content, leadership development, and customer experience. They take action, and we measure the impact, creating a continuous cycle of improvement that compounds over time to elevate the customer experience. 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.

Requirements

Experience using data to drive root cause elimination and process improvement
3-5+ years in Quality Assurance with senior-level, lead, or consultative responsibilities
Experience in contact-center quality programs, quality monitoring, or agent evaluation
Experience using advanced analytics and statistical methods to contribute to customer satisfaction improvements
Experience executing analytics programs, delivering insights, and communicating results to managers
Experience with data visualization tools (AWS QuickSight, Tableau, Power BI)
Experience running metrics reports, analyzing data to identify problems, and using data analysis to generate and explain metrics
Active use of AI tools for productivity, analytics, and insights generation

Nice To Haves

Background as QA Supervisor with hands-on evaluation experience
Experience supporting or scaling QA programs in enterprise environments
Experience with contact-center quality platforms (Amazon Connect, NiCE, Verint, CallMiner)
Experience with statistical models and data visualization using AWS QuickSight, Tableau, Power BI
Experience in at least one modern scripting or programming language (Python, Java)
Experience in test automation and conversational AI/GenAI evaluation (semantic similarity, grounding checks, behavior prediction)
Experience with GenAI test techniques (prompt evaluation, hallucination detection, golden datasets, guardrails, API testing)
Experience with database management including ETL and call center metrics (AHT, FCR, CSAT, NPS)
Experience with technology platforms, data architecture, AI-based quality systems; translating operational needs to technical requirements

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
Ensure insights are prioritized based on criteria (risk, scale, and customer impact)
Maintain clear documentation of insights, assumptions, and confidence levels
Inspect and validate quality data inputs across human and automated evaluations
Identify and resolve gaps in measurement accuracy, consistency, and reliability
Ensure 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
Use AI tools to accelerate analysis, trend detection, and insight generation
Support development of predictive models to forecast performance trends and identify emerging risks
Ensure insight outputs remain clear, explainable, credible, and actionable for non-technical stakeholders
Support ad-hoc reporting requests for organizational and departmental initiatives, ensuring timely delivery of insights that inform strategic decisions
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
Partner with cross-functional teams including Data Science, Product, and Technology to refine evaluation datasets and improve model performance
Monitor measurement systems and recommend improvements to ensure they evolve with business needs and maintain accuracy at scale
Monitor reporting mechanism effectiveness and recommend measurement standard improvements based on outcomes, business needs, and stakeholder feedback to maintain relevance and accuracy

Benefits

health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
paid time off
parental leave

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