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...