People Matter

Training and Quality Manager



Quality Assurance
Manila, Philippines
Posted on Thursday, March 7, 2024

Training and Quality Manager

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:

As a Training and Quality Manager, you will be responsible for designing, implementing, and overseeing training programs to enhance the skills and knowledge of Technical Onboarding advisors. Additionally, you will play a crucial role in maintaining and improving the quality standards within the Technical Onboarding organization.

To succeed in this role you must have experience in:

Role and Responsibilities:

1. Quality Management

  • Work with operations to develop and implement quality assurance processes and standards to ensure consistency and excellence in Customer Onboarding

  • Manage a group of quality analysts who conduct regular audits and provide feedback to team members.

  • Conducts analysis to provide insights and recommendations to assigned programs

  • Assesses Quality KPIs regularly to ensure productivity and efficiency

  • Run/assist projects/drive initiatives to help improve program performance

  • Attends and participates business reviews with internal and external clients

  • Achieve client established performance and productivity goals.

  • Provide support to the Management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them.

  • This includes hands-on data analysis and statistical process control, as well as providing direction and leadership to site analysts in this regard.

  • Responsible for implementation and maintenance of all quality and other metric improvement projects and programs, including the quality/call monitoring process, pilots and design of experiments.

  • Works with all levels of the management team, stakeholders, associates, and client representatives, including as interactions with Senior leadership.

2.Training Development and Delivery

  • Identify training needs through collaboration with TO leadership and performance evaluations.

  • Create training materials and resources for both new onboarding and advisor upskilling.

  • Utilize a variety of training methods like workshops, virtual and e-learning, hands- activities.

  • Gauge training effectiveness and make necessary adjustments to improve outcomes.

  • Manages training programs and learning experiences for adult learners in a site.

  • Hires, trains and supervises a staff of trainers.

  • Develops/implements training programs for contact center personnel, which may include management development programs.

  • Develops evaluation and validation instruments to collect and interpret data assessing organizational needs and training program effectiveness.

  • Identifies skill and knowledge requirements for sites/accounts through analysis of data from multiple sources.

  • Designs learning strategies to fill needs as identified through analysis and in partnership with Operations Managers.

  • Conducts the most complex training classes.

  • Develops standards for monitoring agents/representatives.

  • Ensures that feedback programs provide agents with guidance to correct problems.

  • Conducts train-the-trainer sessions to keep trainers effective.

3.Continuous Improvement

  • Stay informed with new RingCentral products and services to keep our advisors updated.

  • Create training materials and resources for both new onboarding and advisor upskilling.

  • Utilize a variety of training methods like workshops, virtual and e-learning, hands- activities.

  • Gauge training effectiveness and make necessary adjustments to improve outcomes.

Desired Qualifications:

  • Strong background in training and quality management

  • 5+ years of BPO experience, ideally including a combination of contact center, project management and quality experience.

  • Excellent communication and interpersonal skills

  • Ability to analyze data, identify trends and make data-driven decisions

  • Willing to work in Hybrid work setup

What we offer:

  • Comprehensive HMO package (medical and dental)

  • Paid time off and paid sick leave

  • Quarterly Performance Bonus

  • Employee Assistance and Wellness Programs

RingCentral’s Solutions Engineering team uses expert knowledge of our platform to help new and existing clients create custom solutions that make the most of our technology.

RingCentral is the #1 global cloud-based communications provider because it is not just selling solutions; it is enabling human connections. That’s why RingCentral is the largest and fastest-growing pure-play provider in its space.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: RingCentral is recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and RingCentral holds 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.

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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