Quality Assurance Analyst (customer support)RingCentral

Are you looking for an opportunity where your skills and passion make a difference and where your voice will be heard? At RingCentral, our award-winning environment is high-energy, works well with other teams, and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually, and we're looking for team members with an entrepreneurial spark!
RingCentral fosters career development and provides leadership training, education, workshops, and mentoring for all employees. To ensure that everyone has a healthy work-life balance, employees have a Culture Club that builds office celebrations throughout the year.
RingCentral is the largest and fastest-growing pure-play provider in this space, with a market capitalization of over $18 billion, and we are very excited to have surpassed our previous goal of a $1 billion annual revenue run-rate ahead of schedule.
"The Engine Continues to Operate Flawlessly While Extending the Lead with Additional Horsepower" - Craig-Hallum
"A solid end to the year but even more to look forward to in 2020" - Goldman Sachs
"Becoming the Salesforce of UCaaS" - Guggenheim
"Path to Multi-Billions Looks Increasingly Clear" - Raymond James
"Execution this Clean is Worth the Premium" - Wells Fargo
Job overview:
The Quality Assurance Analyst reports to the QA Supervisor. The Quality Assurance Analyst's primary responsibility is to assess the quality of interactions, the service being provided, and the ability to meet goals and objectives through transactional monitoring. Based on these observations, the Quality Assurance Analyst provides constructive feedback to the employee through coaching and team huddles.
Responsibilities:
Transaction monitoring based on the sampling plan
Coaching and feedback to trainees, agents, partner supervisors
Daily review of survey returns
Conduct training needs analysis based on transaction monitoring
Continuous improvement projects and recommendations grounded on TM activities
Attendance and participation in calibration sessions and other OPS-Training-QA synergy activities
Timely and accurate reporting. Reports include but are not limited to:
1. Team/Agent Progress Report
2. CSAT/Quality performance report
3. Commendations / ZT and Correction Action Triggers / Incident Reports
4. Calibration and accuracy reports
Qualifications:
Confirmed related QA experience in a fast-paced environment for at least 1 year
Possesses good verbal and written communication skills
Amenable to work on a night shift schedule (e.g. 11 pm to 8 am MNL, Monday to Friday)
What we offer:
RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)
Work from home temporarily between May 2021 to December 2021, or until further notice
Comprehensive HMO package (medical, dental)
Personal Time Off Leaves
Quarterly Performance Bonus
Employee Assistance and Wellness Programs
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center, and AI-driven digital engagement. It's a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
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.
#LI-NG1
RingCentral

Manila City, Metro Manila
Permanent
Full-time