Shared Service Quality Analyst - Korean Speaker (BPO)

As the Quality Analyst, you will be the Subject Matter Expert (SME) for assigned projects, overseeing the monitoring of customer service interactions and ensuring the accuracy of data, adherence to SOPs, and process compliance within the customer service team. You will serve as the primary point of contact between the organization and clients regarding all Quality Assurance matters. Your role will involve creating improvement plans, conducting coaching and calibration sessions, and generating detailed reports to enhance agent performance and overall service quality.

Key Responsibilities:

• Project Oversight:
• Act as the SME for assigned projects, managing the monitoring process, ensuring data accuracy, and ensuring adherence to SOPs and processes within the customer service team.
• Client Liaison and Improvement:
• Serve as the main point of contact between the organization and clients for all Quality Assurance-related issues. Develop and propose actionable improvement strategies based on monitoring and performance assessments.
• Collaboration and Calibration:
• Lead and participate in team collaboration sessions to discuss performance metrics, address challenges, and share best practices.
• Attend and contribute to calibration meetings to ensure consistent alignment on quality standards and evaluation criteria across the team.
• Reporting and Coaching:
• Create detailed reports on Quality Assurance results, highlighting key performance indicators and areas that require improvement.
• Conduct coaching sessions to provide constructive feedback and guidance to customer service agents, aiming to improve their performance and develop their skills.
• Additional Responsibilities:
• Perform any other duties as assigned by management to support the efficient implementation, maintenance, and continuous improvement of company processes.

Job Requirements:

• Educational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience.
• Language: Proficient in Korean (Native/ Near Native with TOPIK 5 or TOPIK 6), English (C1)
• Experience: At least 1 year of experience as Quality Analyst in call centre environment is required. Candidates with Six Sigma/COPC certification are highly preferred.
• Proficiency in Microsoft products, especially Excel and PowerPoint
• Ability to work under minimal supervision, multitask, and adhere to tight timelines and schedules
• Results-driven with strong analytical abilities, attention to detail, and effective communication and interpersonal skills

Job Type: Full-time

Pay: RM12,000.00 - RM14,000.00 per month

Schedule:

• Night shift

Language:

• Business / Native level Korean language (TOPIK 5 or above) (Required)