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
At RingCentral, the Quality Assurance Analyst is a pivotal force in upholding our high standards for customer service and driving continuous business process improvement. This role demands a keen eye for detail, a strategic mindset, and a passion for elevating customer experience.
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. They provide people, process, systems, and product insights to all levels of employees, and are expected to set standards that are time and business appropriate, measure and report on the results of all call and coaching initiatives. This person is also responsible for identifying gaps and areas to improve in our current QA processes. On a regular basis, this person is expected to review, analyze, and identify gaps and challenges, then create a strategy and execute it to improve the overall business.
Key Responsibilities:
Quality Assessment & Monitoring:
Rigorously assess and monitor the quality of customer interactions and transactions through a robust sampling plan.
Conduct daily reviews of survey returns and perform root cause analysis for customer dissatisfaction.
Evaluate interactions via recorded calls, live calls, and side-by-side observations.
Coaching & Certification:
Play a vital role in new hire onboarding, including mock calls and certification processes.
Deliver constructive coaching and feedback to trainees, agents, and partner supervisors through one-on-one sessions and team huddles.
Operational Synergy & Calibration:
Actively participate in and conduct calibration sessions and other synergy activities with Operations and Training teams.
Provide essential onboarding and refreshers on quality policies and procedures, and lead team-level analysis discussions.
Reporting, Insights & Recommendations:
Prepare and deliver impactful reports and analyses based on trends, audit findings, and available data.
Generate detailed, insightful reports for line managers and stakeholders weekly and monthly, ensuring accuracy and timeliness. This includes, but is not limited to: Team/Agent Progress, Quality Performance, Risk Management/Zero Tolerance, CAP Triggers/Incident Reports, and Calibration/Accuracy reports.
Provide data-driven insights and recommendations, including Training Needs Analysis (TNA) based on transactional monitoring.
Cross-functional Collaboration:
Establish and maintain strong working relationships with local and global stakeholders, staying abreast of business strategies and organizational requirements.
Represent the Quality Team in critical projects, strategic discussions, and information requests from stakeholders, fostering positive and productive relationships.
Process Improvement & Innovation:
Drive continuous improvement initiatives and recommendations, grounded in transactional monitoring results.
Actively participate in iterating and refining processes and methodologies to enhance effectiveness and efficiency.
Develop new or enhance existing evaluation programs and scorecards, overseeing their deployment and information dissemination in partnership with operations.
Contribute to diverse programs and business relationships to deliver faster, more impactful, and unified initiatives.
Support leadership and project teams in making informed business decisions by providing deep, data-backed insights from transactional monitoring.
What You Bring:
This role requires a proactive individual who can identify gaps and challenges in current QA processes, then strategize and execute improvements to elevate overall business performance. You will provide critical insights related to people, processes, systems, and products to all levels of the organization, setting and measuring standards that are both timely and business-appropriate.
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. Professional credibility using excellent verbal and written communication skills, and professional appearance and demeanor.
Collaboration - Must be an expert at developing and maintaining positive and productive relationships with stakeholders when interacting with employees at all levels of the organization, and work with various people from diverse backgrounds and establish and maintain favorable relationships with stakeholders, learners, and management.
Critical Thinking & Analytical skills - Must have an ability to objectively analyze information, identify key issues, evaluate different perspectives, and formulate reasoned judgments or solutions. 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 (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
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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