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Quality Assurance Analyst

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RingCentral

2mo ago

  • Job
    Full-time
    Junior Level
  • Manila
  • Quick Apply

AI generated summary

  • You need 2+ years in QA, Excel proficiency, coaching skills, strong decision-making, time management, customer service, collaboration, analytical skills, and willingness for night shifts in a hybrid setup.
  • You will monitor transactions, coach teams, improve processes, generate reports, and collaborate with stakeholders to enhance quality and performance in customer support.

Requirements

  • 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
  • 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 (10-11 days in office per month, Cubao or Ortigas)

Responsibilities

  • 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

FAQs

What is the role of a Quality Assurance Analyst at Acquire BPO for the RingCentral account?

The Quality Assurance Analyst plays a crucial role in maintaining high standards for customer service by assessing and monitoring interactions, conducting coaching and certification, participating in process improvement, preparing reports, and collaborating with various stakeholders.

What qualifications are required for this position?

The position requires 2+ years of experience in a QA or similar role, preferably in a BPO or contact center setting, and proficiency in Excel, data management, and generating reports. There are no minimum educational qualifications required, so high school graduates are welcome to apply if they meet the desired skills.

What are the desired skills for this role?

Desired skills include coaching skills, decision-making skills, multi-tasking and time management, customer service and communication skills, collaboration, analytical skills, and the willingness to work night shifts in a hybrid setup.

What does the hybrid work setup entail?

The hybrid work setup involves working 10-11 days in the office per month, with locations in Cubao or Ortigas.

What kind of reports does the Quality Assurance Analyst need to generate?

The analyst generates detailed reports including Team/Agent Progress Reports, CSAT/Quality performance reports, Commendations/Zero Tolerance and CAP Triggers/Incident Reports, and Calibration and accuracy reports on a weekly and monthly basis.

What kind of training will be provided to new hires?

The training includes onboarding, mock calls, and certification, alongside continuous coaching and feedback provided by the Quality Assurance Analyst.

What benefits are offered to employees?

Employees receive a comprehensive HMO package (medical and dental), paid time off and paid sick leave, quarterly performance bonuses, and access to Employee Assistance and Wellness Programs.

Is there a need to have a specific educational background for this role?

No specific educational background is required, as long as the desired skills and experience are met. High school graduates are encouraged to apply.

Will the Quality Assurance Analyst need to interact with stakeholders?

Yes, the analyst will need to establish and maintain close working relationships with local and global key stakeholders to stay updated on business strategies and requirements.

Are there opportunities for career development within Acquire BPO?

Yes, Acquire BPO offers excellent career development programs and competitive compensation and benefits packages to support employee growth and advancement.

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RingCentral

A leading provider of global enterprise cloud communications, video meetings, collaboration, and contact center.

Technology
Industry
5001-10,000
Employees
1999
Founded Year

Mission & Purpose

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™  (MVP®) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral offers three key products in its portfolio including RingCentral MVP™, a Unified Communications as a Service (UCaaS) platform including team messaging, video meetings, and cloud phone system; RingCentral Video®,  the company’s video meetings solution with team messaging that enables Smart Video Meetings™; and RingCentral cloud Contact Center solutions. RingCentral’s open platform integrates with leading third-party business applications and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.