RingCentral Jobs
Quality Manager
Description:
The Quality Manager will work with management to ensure that contact center agents offer consistently outstanding service in each customer interaction. The Quality Manager will manage a team of Quality Analysts to help the call center and the agents operate at optimal efficiency. This individual will define desired agent processes and put in place mechanisms to monitor and measure performance against the expected outcomes. The Quality Team will perform contact monitoring, conduct investigations and recommend and lead process improvements. The Quality Manager will report to the Senior Manager, Customer Support.
Responsibilities:
- Establish quality standards for the service experience provided to customers
- Define quality measuring procedures in partnership with the call center leaders
- Map desired processes and measure agent compliance against the processes
- Design contact monitoring formats to gather feedback on agent performance of customer interactions
- Perform call monitoring that provides actionable feedback to agents and trend analysis for managers
- Deliver constructive feedback to management, coaching and training departments to affect change
- Create mechanisms to compile and track performance at an individual and team level
- Lead and/or participate in programs that monitor customer listening posts
- Implement statistical techniques and utilize quality tools to improve agent performance
- Ensure strong communication at all levels of the organization and across groups
- Utilize cost of quality techniques to control and effectively improve service quality
- Identify relevant quality-related training needs and deliver training when necessary
- Build and manage a team of Quality Analysts
Qualifications and Desired Skills:
- 5+ years of quality analysis or quality management in a contact center environment
- 3-5 years of experience managing direct reports
- Experience leading cross-functional teams through improvement projects
- Excellent oral and written communication skills including listening and presentation skills
- Ability to drive change and influence individuals at all levels of the organization
- Ability to gather, interpret and apply critical thinking to data to help inform decisions
- Strong analytical, organization, problem-solving and follow-through skills
- Ability to think and influence both at the strategic and execution level
- Ability to effectively prioritize multiple tasks, projects and deadlines simultaneously
- Experience documenting processes using project management methodologies
- Ability to work in a self-directed manner
- Proficiency with Microsoft Project, Word, Excel, Powerpoint and Visio
- Six Sigma, Black Belt, or Greenbelt experience is a plus
- Bachelors degree from a top school
About RingCentral
RingCentral is a leader in cloud computing based business phone systems, with tens of thousands of business customers and top industry honors, including the PC Magazine Editor's Choice Award, the Small Business Computing Excellence in Technology Award, and the 2010 World Economic Forum Technology Pioneer Award. The RingCentral technology platform eliminates the need for expensive and technically complex on-premise legacy phone systems. By combining a hosted, multi- extension business phone system with advanced voice and fax functionality, RingCentral provides small businesses with world-class business capabilities that, until recently, were available only to large corporations. Headquartered in San Mateo, California, RingCentral is privately held with backing from Sequoia Capital, Khosla Ventures, and DAG Ventures. For more information, please visit: www.ringcentral.com.
To apply:
To apply, please submit your resume and salary requirements to jobsmanila@ringcentral.com