People Matter

QoS Specialist (Quality of Service)



Quality Assurance
Manila, Philippines
Posted on Tuesday, July 2, 2024

QoS Specialist

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:

QoS Specialist reviews a support request from a client’s end-user or a Tier 1 organization and assesses the nature of the issue, reproducibility of the issue, and the remediation steps taken.

The QoS Specialist assesses the collected data and works with the customer and/or 3rd party vendors including but not limited to customer’s ISP and I.T/Network Team to align the customer’s network configuration to

RingCentral network requirements to resolve call quality issues. The main responsibilities are root cause identification and remediation of the problem or provide an alternative solution.

QoS Specialist either resolves the issue or prepares the issue for escalation to the Tier 3 Network Team. QoS Specialist communicates with customers using web-based tools and follows grammar rules, demonstrates continued and consistent proficiency in most of the skill sets utilized with the Call Center, and adheres to schedules, guidelines, and requirements in accordance with the Company’s policies and procedures.

The essential functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:

  • Provide support and consultation to Support agents and stakeholders

  • Handle QoS/Call Quality-related escalations from Support agents and stakeholders

  • Analyze call logs with QoS Analytics, Kibana and Empirix tools, and provide necessary information to customers/stakeholders and expedite the resolution of customer’s concerns

  • Assist in troubleshooting network performance-related issues and recommend corrective procedures to resolve Quality of Service / Network/Call Quality-related issues

  • Conduct follow up calls and email to pursue resolution of customer’s issues

  • Collaborate with RingCentral internal teams to pursue appropriate resolution and ensure customer satisfaction

  • Perform account-level review of open cases relative to QoS/Call Quality, and other lingering customer issues and tap the necessary resources to drive resolution and customer satisfaction

  • Actively improve your skill set by participating in professional development opportunities

Desired Qualifications:

  • Strong verbal and written English communication skills

  • Strong customer service orientation

  • Above-average Knowledge on VOIP, network equipment including modem, routers/firewall and switches

  • Knowledge of network protocols, technologies, services, and monitoring tools

  • At least 1 year of working experience handling escalations call

  • Experience configuring, updating and supporting VOIP solutions in a multi-location environment is a plus

  • Networking, IT or telecommunications certification is a plus

  • Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment

  • Applicants must be amenable to working on different shift period

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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