Quality Analyst, Korean

This is a fully remote position, open to applicants in South Korea.

📋 Description

• Execute independent and impartial monitoring of transactions involving agents’ calls, emails, and back-office activities.

• Oversee and evaluate representative transactions to ensure alignment with both internal and external customer experience standards.

• Guarantee that transaction-monitoring objectives and client quality standards are achieved.

• Detect and resolve performance-related challenges.

• Uphold data integrity by verifying and reviewing data entries prior to analysis or consolidation.

• Examine and interpret quality data, pinpoint areas for improvement, and evaluate risks associated with fraud and policy breaches.

• Conduct in-depth analyses of pertinent data when required.

• Collaborate with Process and Security Auditors, Trainers, Team Supervisors, and external partners.

• Observe randomly chosen interactions during calibration sessions.

• Deliver actionable insights to Operations based on QC audit-data analysis and reporting.

⛳️ Requirements

• Proficient in both native-level Korean and Business English.

• At least 1 year of experience in a high-performing quality organization within the contact center sector.

• A total of 2 years of professional experience in the contact center industry.

• Preferred knowledge of Six Sigma, LEAN, COPC, and TQM (Total Quality Management) methodologies.

• Skilled in using Excel or Google Sheets.

• Familiarity with Quality Assurance tools (e.g., Playvox, MaestroQA, ScoreBuddy, NICE, Verint, etc.).

• Strong analytical abilities.

• Capable of problem-solving and decision-making.

• Exceptional oral and written communication skills.

• Adaptable to varying work schedules.

🏝️ Benefits

• Coverage under 4 National Insurances.

• Group Health Insurance.

• Annual leave entitlement.

• Paid Sick Leave.

• Paid Marriage Leave.

• Seasonal Gift Bonus.

• Employee Assistance Program.