Bilingual VOC Ops & Continuous Improvement Specialist

2020 Companies, Inc.; Plano (TX); On-site; USD 36,000 - 47,000; Full time

Benefits offered by this job

Health/Dental/Vision benefits

401K with matching

Paid Time Off

Paid Holidays

DailyPay

Scholarship opportunities

Employee Assistance Program

Leadership Development Program

Next-day pay

Job summary

Samsung Electronics America in Plano, TX is seeking a VOC Operations Support Specialist for full-time, on-site work. Responsibilities include root cause analysis, trend identification, and driving continuous improvements across customer care operations, with reporting to leadership in both Korean and English.

The role requires extensive root cause analysis experience, Korean language proficiency, and collaboration with internal and external teams to deliver actionable solutions and customer

Qualifications

• Extensive experience with root cause analysis and corrective actions.
• Fluent in Korean with both written and verbal skills.
• Experience with continuous improvement processes.
• Background in customer service (speaking with customers).
• Excellent organizational and communication skills.
• Able to prioritize tasks independently with minimal supervision.
• Proficient with Microsoft Office (Excel, Word, PowerPoint, Outlook).

Responsibilities

• Perform root cause analysis and define corrective actions to resolve complex customer issues.
• Analyze case data and identify trends or recurring issues.
• Summarize analysis results and present findings to managers and leadership, customizing reports based on the audience.
• Support continuous improvement initiatives and advocate for process enhancements.
• Collaborate with internal and external teams to accomplish tasks.
• Support escalated customers in Korean and English.
• Align processes with the company’s strategic goals to improve customer satisfaction.

Skills

Root cause analysis

Continuous improvement

Customer service

Communication

Organization

Prioritization

Team player

Self-driven

Tools

Microsoft Office

Job description

Samsung Electronics America in Plano, TX is seeking a VOC Operations Support Specialist for full-time, on-site work. Responsibilities include root cause analysis, trend identification, and driving continuous improvements across customer care operations, with reporting to leadership in both Korean and English.

The role requires extensive root cause analysis experience, Korean language proficiency, and collaboration with internal and external teams to deliver actionable solutions and customer