QA Analyst

Responsibilities:

• Monitor all customers engagements and ensures accuracy of the outputs
• Coordinate and facilitates call calibration/training sessions for vendor Quality Analysts partners
• Train and certify new Internal Quality Analysts (IQAs) and Vendor Quality Analysts (VQAs)
• Publish quality trends, feedback and improvement/enhancement reports
• Deal tactfully and courteously with clients
• Produce Quality reports and dashboards such as TNI, Pareto, etc.
• Drive process improvement and ensure process compliance
• Contributes to the development of the short and long term goals of the process
• Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times
• Drive first call resolution and quality initiatives in the program

What We’re Looking For

• Native Korean speakers with business level spoken and written English communications skills who are currently living in the Philippines
• 2 or more years of previous customer service experience from any field but preferably from contact centers or BPO
• 2 or more years of experience in a quality assurance role will be a big plus most especially if from BPO or call center industry
• Live customer support experience (phone, chat, email, in-person, etc.) serving US or Korea-based users will be a great advantage
• Fresh graduates or industry shifters can also apply
• Strong analytical, problem solving and general troubleshooting skills
• Excellent general computer skills
• Excellent written communication and interpersonal skills
• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner
• Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.
• Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news.
• Proven ability to de-escalate customer issues using soft skills and empathy is key
• Tech-savvy