QA - Native Korean Bilingual

Gratitude Inc

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2 days ago

QA - Native Korean Bilingual

2-4 Year(s)

Manila (Taguig)

Job Description

Key Skills

Korean Language Quality Analyst

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QA - Native Korean Bilingual

Location: Taguig City
Shift: Shifting but predominantly graveyard shift
Start date: May 15-30
** Prioritize candidates with 13A or TRV visa type and this is only for native Koreans (born and studied in Korea).**

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

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

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.

Evangeline Ugwumba

Recruiter - Gratitude Inc

NA, nigeria

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