Customer Support Quality Assurance Analyst

Say hello to possibilities.

It’s not every day that you consider starting a new career. We’re happy that someone as talented as you is considering this role. RingCentral is a $2 billion 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 currently looking for Quality Assurance Analyst.

The Customer Support Quality Assurance Analyst at RingCentral is key to keeping the standards in ensuring world class customer service. The Quality Assurance Analyst’s primary responsibility is to assess the quality of interactions, the service being provided, and 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. Below is an outline of the basic deliverables of a Quality Assurance Analyst:

To succeed in this role you must have experience in:

• Transaction monitoring based on sampling plan
• Daily review of survey returns and conduct DSAT/detractor root cause analysis
• Coaching and feedback to trainees, agents, partner supervisors
• Conduct training needs analysis based on transaction monitoring
• Continuous improvement projects and recommendations grounded on TM activities
• Attendance, participation or conduct calibration sessions and other OPS-Training-QA synergy activities
• Performs tasks or duties that may be assigned by the superior from time to time.
• Be an active participant in iterating and improving Customer Support processes
• Assist in New Hire onboarding, mock calls and certification
• 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
• Calibration and accuracy reports

Desired Qualifications:

• 2 years experience in being a QA or similar role
• Must be knowledgeable in Excel, data management, reports
• No Minimum qualifications for the Educational Background (Highschool Graduates are welcome to apply) as long as desired skills are met
• Keen in details
• 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 stakeholders
• Willing to work a schedule that supports customers in global time zones.
• Strong and effective customer communication skills.
• High levels 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
• Excellent verbal and written communication skills (English minimum)

What we offer:

• Well-coordinated professional team.
• Cutting edge technologies, interesting and challenging tasks, dynamic projects, great opportunities for self-realization, professional and career growth.
• Additional Health and Life Insurance Package.
• Employee Assistance Program.
• 25 vacation days.
• ReBenefit Platform Account with 400BGN value monthly.

RingCentral’s Global Service and Support team leads the post-sale experience for it’s customers—making sure their every need is met, and that they’re able to use our products effectively and easily. As it’s 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: RingCentral is committed to hiring and retaining great people because you power our success.

About RingCentral

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 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.