Description
We are looking for a Quality Analyst to support our Operations team in enhancing its Quality of Service.
As a Quality Analyst, you will provide independent and objective transaction monitoring to consistently deliver excellent customer experience and best-in-class service.
Responsibilities:
- Transaction Monitoring: Monitor and audit transactions performed by representatives against internal and/or external customer experience expectations.
- Ensure that transaction monitoring goals of the Company are met.
- Ensure that work outputs are in compliance with Client quality transaction monitoring guidelines.
- Perform quality data scrubbing and root cause analysis.
- Provide actionable recommendations to Operations through analyses and reporting of QC Audit Data.
- Calibration: Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
Requirements:
- Native level Korean & Business English level language skills.
- Minimum of 1 year experience in a high-functioning quality organization within a contact center industry.
- Total of 2 years work experience in a contact center industry.
Nice to have:
- Working knowledge of six sigma, LEAN, COPC, and TQM methodologies.
- Proficient in the use of Excel or Google Sheets.
- Experience in using QA tools.
- Analytical skills, problem-solving, and decision-making skills.
- Excellent oral and written communication skills.
- Adaptability to changing work schedules.
Benefits:
- 4 National Insurances
- Group Health Insurance
- Annual leave
- Paid Sick Leave
- Paid Marriage Leave
- Seasonal Gift Bonus
- Employee Assistance Program
Working hours:
- Shift Schedule of the below hours.
- 09:00 - 18:00 KST (Korea Standard Time)
- 10:00 - 19:00 KST (Korea Standard Time)
- 13:00 - 22:00 KST (Korea Standard Time)