Quality Assurance Analyst (Call Center) - Ring

Job ID: 1130656 | Amazon.com Services LLC


The Ring Quality Assurance team is seeking a Quality Assurance Analyst, who can use operational and analytical expertise to assist the organization with data analysis. The successful candidates will be customer obsessed, detail oriented, with great problem-analysis and solving skills; will demonstrate Dive Deep and Insist on the highest standards in every assigned task.

A successful QA Analyst will have the following responsibilities:
· Supports the leadership team by providing multiple channel quality reviews (L1, RSA, Chat, Billing, Hot Tickets, etc.)
· Communicates changes to the quality assurance process to leadership, as well as the team members who are receiving the assessment/review.
· Collaborates with the leadership team to develop and update monitoring forms to ensure the correct operational objective is reached for the Neighbor experience
· Provides accurate and timely reports to all departments, individual teams and team members
· Execute weekly dive-deep minings to identify best practices across Ring network
· Provides ideas for process improvements to enhance process efficiency, quality and neighbor experience.
· With the help of the QA leadership team, create and maintain QA process documentation on an ongoing basis.
Knowledge, Skills & Abilities:
· Uses time effectively and efficiently; values time; concentrates efforts on most important priorities; gets more done in less time than others; can attend to a broad range of activities
· Strong in use of the internet and Google Drive, documents, sheets, etc.
· Able to set objectives and goals; break down work into process steps
· Able to speak, write and present clearly and succinctly in a variety of communication settings and styles
· Dedicated to exceeding all expectations, requirements and goals


· High School Diploma,GED, or equivalent certification
· At least 1 year experience with Microsoft Office
· Strong verbal and written English communication skill


· At least 1 year audit or quality assurance experience
· 2 year degree
· 1 year experience in a monitoring system
· 1 year coaching experience
· 2 years experience in MS Office

Since its founding in 2013, Ring has been on a mission to make neighborhoods safer. From the video doorbell, to Ring Alarm, which was named #1 in Customer Satisfaction for DIY Home Security Systems by J.D. Power, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making home and neighborhood security accessible and effective for everyone -- while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

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