QA - Native Korean Bilingual
Gratitude IncQA - Native Korean Bilingual
Job Description
Key Skills
2 candidate(s) have already applied for this Job. Apply now
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:
Years of relevant experience:
Educational attainment:
Salary expectation:
Last drawn salary:
Notice period:
Availability for the work setup and schedule:
Current location:
Nationality: Native Korean
Visa: 13A or TRV
Please make sure you answer the pre screening questions while sending your resume!
Role
Quality Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Hybrid
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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