QA - Native Korean Bilingual 

Location: Taguig City

Shift: Shifting but predominantly graveyard shift

Salary: 80-90K package (base, allowance, perf incentive and LP)

Start date: May 15-30

Responsibilities:

• Monitor all customers engagements and ensures accuracy of the outputs

• Coordinate and facilitates call calibration/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

• Contributes to the development of the short and long term goals of the process

• Ensure quality/RCA (Root Cause Analysis) alignment and CSAT (Customer Satisfaction) targets are met at all times 

• Drive first call resolution and quality initiatives in the program

What We’re Looking For

• Native Korean speakers with business level spoken and written English communications skills who are currently living in the Philippines

• 2 or more years of previous customer service experience from any field but preferably from contact centers or BPO

• 2 or more years of experience in a quality assurance role will be a big plus most especially if from BPO or call center industry

• Live customer support experience (phone, chat, email, in-person, etc.) serving US or Korea-based users will be a great advantage

• Fresh graduates or industry shifters can also apply

• Strong analytical, problem solving and general troubleshooting skills

• Excellent general computer skills

• Excellent written communication and interpersonal skills

• Must exhibit active listening, be able to probe effectively and handle issues and complaints in a courteous, professional and friendly manner

• Problem solver, able to multi-task, think creatively and escalate issues and ideas to solve these issues.

• Strong customer first focus and ability to provide excellent white glove support, even when delivering bad news. 

• Proven ability to de-escalate customer issues using soft skills and empathy is key

• Tech-savvy

PRESCREENING NOTES:

BPO experience:

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