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About the Role
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 sk...
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