Korean Bilingual QA Analyst — Quality & Training Lead

vCustomer Philippines, Inc.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Tech Mahindra Philippines is seeking a Korean bilingual Quality Assurance Analyst to monitor customer engagements and ensure accuracy of outputs while coordinating quality initiatives across internal and vendor teams. You will work with an international program, driving process improvement and ensuring quality compliance.

Native Korean with business level English, 2+ years in customer service and QA, and strong analytical skills are required.

Qualifications

• 2+ years of customer service experience, preferably in contact centers or BPO
• 2+ years of experience in a QA role, preferably in BPO or call center
• Live customer support experience serving US or Korea-based users
• Strong analytical, problem solving and troubleshooting skills
• Excellent written communication and interpersonal skills

Responsibilities

• Monitor all customer engagements and ensure accuracy of outputs
• Coordinate and facilitate call calibration and 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
• Contribute to the development of short and long term goals of the process
• Ensure quality/RCA alignment and CSAT targets are met at all times
• Drive first call resolution and quality initiatives in the program

Skills

Korean language

English communication

Analytical skills

Problem solving

Interpersonal skills

Active listening

Multi-tasking

Job description

Tech Mahindra Philippines is seeking a Korean bilingual Quality Assurance Analyst to monitor customer engagements and ensure accuracy of outputs while coordinating quality initiatives across internal and vendor teams. You will work with an international program, driving process improvement and ensuring quality compliance.

Native Korean with business level English, 2+ years in customer service and QA, and strong analytical skills are required.