Quality Analyst Bilingual ( Japanese and Korean )

Bravissimo Resourcing Inc.; Taguig; On-site; PHP 335,000 - 558,000; Full time

Job summary

Bravissimo Resourcing Inc. is seeking a Quality Assurance Specialist to monitor interactions, analyze performance, and document findings to improve overall quality. The role emphasizes multilingual communication in both languages and adherence to quality rubrics.

You will also facilitate calibration sessions, provide actionable agent coaching, and lead process-improvement projects to enhance workflows and customer experience across channels.

Responsibilities

• Interaction Monitoring: Listen to/read calls, chats, emails in both languages for quality and compliance.
• Performance Analysis: Score interactions against quality rubrics, providing detailed feedback.
• Reporting: Document findings, track metrics, and report on quality performance to leadership.
• Coaching: Facilitate calibration sessions and provide actionable insights to agents for improvement.
• Process Improvement: Identify trends, suggest solutions, and lead/participate in projects to fix issues and enhance workflows.
• Linguistic Quality: Ensure cultural appropriateness, clarity, and correct usage of both languages in communications.

Job description

Key Responsibilities

• Interaction Monitoring: Listen to/read calls, chats, emails in both languages for quality and compliance.
• Performance Analysis: Score interactions against quality rubrics, providing detailed feedback.
• Reporting: Document findings, track metrics, and report on quality performance to leadership.
• Coaching: Facilitate calibration sessions and provide actionable insights to agents for improvement.
• Process Improvement: Identify trends, suggest solutions, and lead/participate in projects to fix issues and enhance workflows.
• Linguistic Quality : Ensure cultural appropriateness, clarity, and correct usage of both languages in communications.