Quality Assurance Specialist

Summary

Join Keywords Studios as a Quality Analyst and contribute to enhancing the quality of service by providing independent and objective transaction monitoring. You will monitor agent interactions, provide feedback for improvement, and ensure compliance with client guidelines. This role involves analyzing data, identifying areas for improvement, and calibrating with internal and external stakeholders. The position requires proficiency in Excel or Google Sheets, experience with QA tools, and strong analytical and communication skills. A bachelor's degree or relevant experience, along with at least one year in a high-functioning quality organization within a contact center, is needed. Native-level Korean and business-level English communication skills are essential. The role is fully remote.

Requirements

• Proficient in the use of excel or google sheets
• Experience in using QA tools (e.g. playvox, maestroqa, scorebuddy, nice, verint, etc)
• Analytical skills
• Problem-solving and decision-making skills
• Excellent oral and written communication skills
• Adaptive to changing work schedules
• Bachelor's degree in any field
• Or relevant working experience
• Minimum of 1 year experience in a high functioning quality organization within a contact center industry
• Total of 2 years work experience in a contact center industry
• Native level Korean & Business Level Communication skills in English

Responsibilities

• Monitors and audits transactions performed by representatives against internal and/or external customer experience expectations to deliver superior client experience
• Ensures that transaction monitoring goals of the Company are met
• Ensures that work outputs are in compliance with Client quality transaction monitoring guidelines and that performance issues identified are addressed
• Ensures integrity of generated data by maintaining accuracy and regularly reviewing data inputs before it is sent for review or consolidation
• Reviews and analyzes data on results and highlights areas for improving customer experience, as well as Identifying risks to prevent fraud, policy violations that will jeopardize the organization and clients working relationship
• Performs further deep dive of other relevant data when necessary
• Calibrates with internal Process and Security Auditors, Trainers, Team Supervisors, and external counterparts. Monitors interactions that are randomly selected per calibration meeting to ensure that customer experience expectations are adhered to

Preferred Qualifications

Working knowledge of six sigma, LEAN, COPC, and TQM (total quality management) methodologies

Benefits

Remote work