Quality analyst

Job Description

• Monitors all interactions and ensures accuracy of the output
• Coordinates and facilitates call calibration/training sessions for vendor QA partners
• Train and certify new IQA/VOAs
• Publishes 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 ensures process compliance
• Contribute to the development of the short and long term goals of the process
• Ensure quality/RCA alignment and CSAT targets are met at all times (Vendor QA results)
• Drive first call resolution and quality initiatives on the program

Qualifications/Requirements

Qualification/Education, Licenses, Skills Certification, Specialized Training:

• At least completed 2 years in college or senior high school graduate
• Fresh graduates are welcome to apply
• 3 or more years of relevant previous customer services experience (preferably in contact centers, includes time in a quality assurance role)
• 1 or more years in a quality assurance role is a big plus
• Live customer support experience (phone, chat, email, in-person, etc.) handling US based users
• Live customer support experience for users in a Korean speaking country is a plus
• Strong analytical, problem solving and general troubleshooting skills
• Ability to communicate technical terms in non-technical terms
• Excellent general computer skills
• Any online video platforms product knowledge and experience is a plus
• Bilingual with excellent spoken and written English and Korean comprehension and proficiency
• Familiarity with cultural norms (specifically for Support) of a Korean speaking country.
• Experience living in Korean-speaking countries is a plus

Work location

QUEZON CITY, NCR, SECOND DISTRICT

Remarks

No additional remarks

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