Quality Assurance Analyst

Say hello to possibilities 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 global leader in cloud-based communications and collaboration software. RingCentral is fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We’re currently looking for: Quality Analyst

The Customer Support Quality Assurance Analyst at RingCentral is key to keeping the standards in ensuring world class customer service. The Quality Assurance Analyst’s primary responsibility is to assess the quality of interactions, the service being provided, and ability to meet goals and objectives through transactional monitoring. Based on these observations, the Quality Assurance Analyst provides constructive feedback to the employee through coaching and team huddles.  Below is an outline of the basic deliverables of a Quality Assurance Analyst:

To succeed in this role you must have experience in:

Transaction monitoring based on sampling plan

Daily review of survey returns and conduct DSAT/detractor root cause analysis

Coaching and feedback to trainees, agents, partner supervisors

Conduct training needs analysis based on transaction monitoring

Continuous improvement projects and recommendations grounded on TM activities

Attendance, participation or conduct calibration sessions and other OPS-Training-QA synergy activities

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

Be an active participant in iterating and improving Customer Support processes 

Assist in New Hire onboarding, mock calls and certification

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

Calibration and accuracy reports

Desired Qualifications:

2 years experience in being a QA or similar role

Must be knowledgeable in Excel, data management, reports

No Minimum qualifications for the Educational Background (Highschool Graduates are welcome to apply) as long as desired skills are met

Keen in details

Must be an independent self-starter possessing excellent time management skills and be able to manage multiple QA activities simultaneously.

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

Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast-paced, dynamic environment.

Experience in supporting global customers in multiple geographies. 

Must be an expert at developing and maintaining positive and productive relationships with stakeholders 

Willing to work a schedule that supports customers in global time zones. 

Strong and effective customer communication skills. 

High levels empathy; excellent soft skills and customer service best practices

Consistent follow through and ability to hit deadlines. 

Self-motivated

Must possess strong analytical skills to conduct DSAT root cause analysis 

Excellent verbal and written communication skills (English minimum)

What we offer:

Comprehensive HMO package (medical and dental)

Paid time off and paid sick leave

Quarterly Performance Bonus

Employee Assistance and Wellness Programs

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily.  As it’s customers’ central point of contact, you’ll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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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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 off-shore partner Acquire Asia Pacific Philippines, Inc. 

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