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 responsibi ... (truncated, view full listing at source)