ps contact center build Quality AssuranceRingCentral

Say hello to possibilities!
It's not every day that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction- giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $1.5 billion company that's growing at 30+% annually and we're expanding our GSS Team to make sure we stay ahead of the competition.
We're currently looking for:
The Professional Services Contact Center QA at RingCentral will play a key role in verifying the accuracy of the programming of the User Hub and InContact Studio, making sure that the Contact Center Implementation Manager or Contact Center Project Manager have completed the necessary requirements before UAT. This role will also drive the CCIM's and CCPM's knowledge and proficiency through calibrations and providing effective feedback through coaching sessions.
To succeed in this role, you must have experience in:
Manage the QA of Contact Centre projects, ensuring that all tasks are met and completed on-time.
Handle multiple QA projects across multiple customers simultaneously while requiring little or no oversight and/or direction.
Ensure that audits are completed within the agreed timeline, prioritizing by the audit due date.
Check for any missing/inaccurate data within the customer's account.
Document defects found in order to improve training relevancy.
Provide detailed feedback and training to CCIM when necessary.
Assess script build solution specifications in light of customer requirements and recommend solution designs and changes that optimize value for both the customer and Ring Central.
Work with CC PS teams to gather and verify requirements for test scenarios that match customer use cases.
Performs tasks or duties that may be assigned by the superior from time to time.
Be an active participant in iterating and improving PS CC QA processes such as Create/Develop auditing tools to improve the Contact Center audit proficiency.
Conduct calibration with the other Auditors to create and organize initiatives.
Monitor the CC projects with upcoming UAT date to ensure that the audit can be completed before the scheduled date.
Monitor the projects past the UAT Date with no submitted audit request and provide feedback.
Provide regular feedback to the CC QA Team Manager regarding the Auditors and the CC Implementation Managers' performance.
Provide consultation to customers ensuring that the full benefits of the proposed solutions are being delivered to them.
Desired Qualifications:
Must be an independent self-starter possessing excellent time management skills and be able to manage multiple QA activities simultaneously.
Ability to operate with minimal guidance; must be able to exercise sound judgment and decision making in challenging situations.
Prioritize multiple responsibilities and deliver on commitments; must be comfortable working in a fast paced, dynamic environment.
Experience in supporting global customers in multiple geographies.
Must be an expert at developing and maintaining positive and productive relationships with clients; impeccable communication skills and ability to understand clients' needs is imperative. • Working knowledge on Java and HTML scripting, Networking, API, WFM, PBX, Dialer, ACD, CTI, VoIP, IVR/VRU and Call Center practices.
Must be a strategic thinker; able to understand the 'Big-Picture"; able to think quickly and adeptly while analyzing complex projects during QA. ringcentral.com
Willing to work a schedule that supports customers in global time zones.
Strong background of the contact center platform and tools (e.g. InContact, Five9, Studio)
Strong and effective customer communication skills.
Ability to maintain a high level of confidentiality and professionalism.
High levels empathy; excellent soft skills and customer service best practices.
Consistent follow through and ability to hit deadlines.
Self-motivated, driving QA projects and ESS QA cases to completion.
Minimum of 2 years of experience in a Professional Services Implementation position - Contact Centre industry experience is a must.
Must possess strong analytical skills with the ability to identify, analyze, interpret and solve both practical as well as highly complex QA's.
Excellent verbal and written communication skills (English minimum)
Strong knowledge of Internet technology, hosted solutions (SaaS), VoIP, Unified Comms and Contact Centre practices
Working knowledge of CRM and Lead Management solutions (Salesforce, Siebel, NetSuite, RightNow, Velocify etc.) is desired. • BA/BS in a technical discipline or equivalent experience is required. • Certified Contact Center skills are highly recommended.
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Work from home temporarily between September 2021 to December 2021, or until further notice
Comprehensive HMO package (medical and dental)
Personal Time Off Leaves
Quarterly Performance Bonus
Employee Assistance and Wellness Programs
RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.
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: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video PhoneTM (MVPTM) 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 is headquartered in Belmont, California, and has offices around the world.
RingCentral 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.
RingCentral

Manila City, Metro Manila
Permanent
Full-time