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 are currently looking for a Technical Onboarding Quality Assurance Analyst to support us, RingCentral: 

The Technical Onboarding Quality Assurance Analyst reports to the QA Supervisor. The Quality Assurance Analyst’s primary responsibility is to assess the quality of interactions, the service being provided, and the 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:

• Transaction monitoring based on the sampling plan

• Coaching and feedback to trainees, Implementation Advisors, partner supervisors

• Daily review of survey returns

• Conduct and/or partner with the training department for training needs analysis based on transaction monitoring

• Continuous improvement projects and recommendations grounded on TM activities

• Attendance and participation to calibration sessions and other OPS-Training-QA synergy activities

• Timely and accurate reporting. Reports include but are not limited to:

• Team/IA Progress Report

• CSAT/Quality performance report

• Commendations / QRM Triggers / Incident Reports

• Calibration and accuracy reports

To succeed in this role you must have experience in:

• At least 2 years of experience as a Quality Analyst in a BPO setting

• Excellent communication skills

• Analysis and problem assessment

• Intermediate to Advanced MS Excel and MS PowerPoint skills

• Presentation and facilitation skills

• Motivational training/coaching techniques

• Customer service principles and practices

• Willing to work on a nightshift schedule
   

Desired Qualifications:

• Completed at least 2nd year college in any related course.

• Openness to work during night shifts and varied hours as per business requirements

• Willingness to work in Ortigas or Cubao

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: RingCentral is recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and RingCentral holds local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

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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