Quality Analyst, Korean

• Conduct independent and objective transaction monitoring of agents’ calls, e-mails, and back-office work.
• Monitor and audit representative transactions against internal and external customer-experience expectations.
• Ensure transaction-monitoring goals and client quality guidelines are met.
• Identify and address performance issues.
• Maintain data integrity by checking and reviewing data inputs before review or consolidation.
• Review and analyze quality data, identify improvement areas, and assess risks related to fraud and policy violations.
• Perform deep dives into relevant data when necessary.
• Calibrate with Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
• Monitor randomly selected interactions during calibration meetings.
• Provide actionable recommendations to Operations through QC audit-data analysis and reporting.

• 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 (total quality management) methodologies.
• Proficient in the use of excel or googlesheets.
• Experience in using QA tools (e.g. playvox, maestroqa, scorebuddy, nice, verint, etc).
• Analytical skills.
• Problem-solving and decision-making skills.
• Excellent oral and written communication skills.
• Adaptive to changing work schedules.

• 4 National Insurances
• Group Health Insurance
• Annual leave
• Paid Sick Leave
• Paid Marriage Leave
• Seasonal Gift Bonus
• Employee Assistance Program