Quality Analyst (Korean) - Internal Job Posting

Keywords Studios

About The Position

The Quality Analyst supports Operations by providing independent and objective transaction monitoring to improve quality of service, deliver excellent customer experiences, and maintain client confidence and loyalty. The role monitors agents’ calls, emails, and other back-office work, then provides feedback and recommendations to improve agent performance, processes, and projects. The analyst reviews transactions against internal and external customer experience expectations and client quality guidelines, helps ensure monitoring goals are met, and maintains the accuracy and integrity of quality data. The role also analyzes quality results to identify improvement opportunities and risks, including potential fraud or policy violations. It collaborates in calibration with internal auditors, trainers, supervisors, and external counterparts, and reports actionable recommendations to Operations based on quality control audit data. The role requires native-level Korean and business-level English, along with contact center and quality organization experience. Work follows a five-day-per-week shift schedule, with eight working hours and a one-hour break per shift. Recruitment is conducted fully online.

Requirements

Native-level Korean language skills.
Business-level English language skills.
At least 1 year of experience in a high-functioning quality organization within the contact center industry.
A total of 2 years of work experience in the contact center industry.
Analytical skills.
Problem-solving and decision-making skills.
Excellent oral and written communication skills.
Adaptability to changing work schedules.
Proficiency in Excel or Google Sheets.
Experience using QA tools such as Playvox, MaestroQA, Scorebuddy, NICE, or Verint.

Nice To Haves

Working knowledge of Six Sigma, LEAN, COPC, and TQM (total quality management) methodologies.

Responsibilities

Monitor and audit representative transactions against internal and/or external customer experience expectations and client quality guidelines.
Meet the Company’s transaction monitoring goals and ensure identified performance issues are addressed.
Maintain the accuracy and integrity of quality data, including reviewing data inputs before review or consolidation.
Review and analyze quality results to identify ways to improve customer experience and risks such as fraud or policy violations.
Perform deeper analysis of other relevant data when necessary.
Calibrate with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts.
Monitor randomly selected interactions during calibration meetings to ensure customer experience expectations are followed.
Provide Operations with actionable recommendations through analysis and reporting of quality control audit data.
Provide feedback to agents and recommendations for agent, process, and project improvement.