Quality Assurance Analyst

6 days ago

Manila, National Capital Region, Philippines RingCentral Full time

Quality Assurance Analyst

Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role.

This is where you and your skills come in. We're currently looking for a Quality Assurance Analyst.

The Customer Support Quality Assurance Analyst at RingCentral plays a crucial role in maintaining high standards for customer service. The primary responsibility of the Quality Assurance 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.

Responsibilities
  1. Assess and Monitor Transactions: Transaction monitoring is conducted based on a sampling plan to assess the quality of interactions, the service being provided, and the ability to meet goals and objectives. Daily review of survey returns is performed, and DSAT/detractor root cause analysis is conducted. Training needs analysis is based on transaction monitoring. Attendance, participation, and conduct calibration sessions and other OPS-Training-QA synergy activities.
  2. Coaching and Certification: Assist in New Hire onboarding, mock calls, and certification. Provide coaching and feedback to trainees, agents, and partner supervisors.
  3. Process Improvement: Continuous improvement projects and recommendations are grounded on TM activities. Actively participate in iterating and improving Customer Support processes.
  4. Reports: Generate detailed reports for line managers and other relevant stakeholders on a weekly and monthly basis. Ensure timely and accurate reporting.
  5. Collaboration and Communication: Establish and maintain close working relationships with local and global key stakeholders to stay updated on business strategies, departmental and organizational requirements.
To succeed in this role you must have the following:

  • 2+ years of experience in a QA or similar role, preferably in a BPO or contact center setting.

  • Proficient in Excel, data management, and generating reports.

  • No minimum educational qualifications required (High school graduates are welcome to apply) as long as the desired skills are met.

Desired Qualifications:

  • Coaching Skills: Provide constructive feedback to the employee through coaching and team huddles.

  • Decision making skills: Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations.

  • Multi-tasking and Time Management: Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.

  • Customer Service and Communication Skills: Strong and effective customer communication skills. High levels of empathy; excellent soft skills and customer service best practices.

  • Collaboration: Must be an expert at developing and maintaining positive and productive relationships with stakeholders.

  • Analytical skills: Must possess strong analytical skills to conduct DSAT root cause analysis.

  • Willing to work on night shift.

  • Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas).

What we offer:

  • Comprehensive HMO package (medical and dental).

  • Paid time off and paid sick leave.

  • Quarterly Performance Bonus.

  • Employee Assistance and Wellness Programs.

Acquire BPO 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.

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