Quality Assurance Analyst

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. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers. 

RingSense AI is RingCentral's proprietary AI solution. It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

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.

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. Performs tasks or duties assigned by the superior from time to time

Coaching and Certification. Assist in New Hire onboarding, mock calls, and certification. Provide coaching and feedback to trainees, agents, and partner supervisors. Provide constructive feedback to employees through coaching and team huddles

Process Improvement. Continuous improvement projects and recommendations are grounded on TM activities. Actively participate in iterating and improving Customer Support processes. Continuously evaluate and refine processes and methodologies to enhance effectiveness and efficiency

Reports. Generate detailed reports for line managers and other relevant stakeholders on a weekly and monthly basis. Ensure timely and accurate reporting. Reports include but are not limited to: Team/Agent Progress Report, CSAT/Quality performance report, Commendations/Zero Tolerance and CAP Triggers/Incident Reports, and Calibration and accuracy reports

Collaboration and Communication. Establishing and maintaining close working relationships with local and global key stakeholders to stay updated on business strategies, departmental and organizational requirements. Representing the Quality Team in important projects, scenarios, and information requests from stakeholders. Must be skilled at developing and maintaining positive and productive relationships with stakeholders

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. Must be an independent self-starter possessing excellent time management skills and be able to manage multiple QA activities simultaneously. Consistent follow-through and ability to meet deadlines.

• Customer Service and Communication Skills - Strong and effective customer communication skills. High levels of empathy; excellent soft skills and customer service best practices. Keen attention to details.

• 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. Highly proficient in MS Office suite - especially MS Excel and MS PowerPoint

• Willing to work on night shift

• Willing to work on hybrid setup 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

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

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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