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 which will be responsible for: 

• Providing sales, systems, and product insights to newly hired and existing Sales Development Representatives through different call coaching software, expected to set coaching standards, and 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 coaching process. 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. This person will be expected to develop programs for the revenue organizations while maintaining a program that is forward-thinking and built for the future, not just today.  

Primary Responsibilities: 

• Develop or understand evaluation programs or scorecards. 

• Work in partnership with the operations leadership in designing and deploying an evaluation form, along with the process of disseminating the information. 

• Call monitoring and evaluation. Listen to calls and fill out evaluation forms. This listening comes in the form of recorded calls, live calls, and side-by-side. Trace and listen to call complaints or issues, analyze specific areas for improvement, and provide insights and recommendations. 

• Focus on improving Sales Development Representative (SDR) objection handling skills.

• Ensure adherence to rules of engagement

• Prepare and deliver multiple reports and analyses based on call software trends, audits performed, and any other available data. 

• Train on quality policies and procedures. 

• Provide insights and recommendations to improve coaching, policies and processes. 

• Establish and maintain professional credibility using excellent verbal and written communication skills, and professional appearance and demeanor. 

• Effectively interact with employees at all levels of the organization, and work with various people from diverse backgrounds. 

• Establish and maintain favorable relationships with stakeholders, learners, and management. 

• Provide clarification and effective feedback and coaching sessions to learners. 

• Work closely with peers, helping to improve, unify, and create consistency in enablement contents, coaching processes, and initiatives to drive revenue growth 

• Manage multiple projects, and relationships at once to help SMB Enablement deliver faster, impactful, and more unified initiatives.

• Be confident in holding strategic conversations with managers, directors, and VPs. 

• Meet with different leaders within the business, identify gaps, and confidently make recommendations to improve the business. 

• Comply with established ethical, moral, legal, and Company standards. 

• Working across functions with peers in other groups to ensure collaboration for shared goals. 

• Provide support to peers and help ensure team motivation and culture are preserved at all times

Desired Qualifications:

• 3 years of experience in being a QA or similar role.  

• Must be knowledgeable in Excel, data management, data analytics, reports.  

• Keen in details.  

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

• With B2B experience.  

• Has experience coaching and giving feedback to trainees, agents, partner supervisors.  

• Strong and effective customer communication skills.  

• High levels of 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.

Nice to have:

• Experience in Artificial Intelligence (AI) tools; knows how to use Gong & Salesforce

• Preferably with knowledge on how to extract data and reports using Salesforce, Tableau, or other data aggregation tools

• Knowledge in automating reports and processes

What we offer:

• Comprehensive HMO package (medical and dental)

• Personal Time Off Leaves

• Quarterly Performance Bonus

• Employee Assistance and Wellness Programs

RingCentral’s Sales Development Representative team builds, grows and nurtures relationships—from small businesses to global enterprises. RingCentral has become the leading global cloud-based communications provider because it is not just selling solutions; it is changing the nature of communications. 

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.