Quality Coach- Korean Speaker

Job Description

• Monitor all types of End-user transactions (side by side and remote).
• Coach errors (non-critical and 1st critical errors) made by CSRs and monitored by the QA team as well as recognition for CSRs with 0 error calls
• Create and update call scenarios for new and existing accounts.
• Provide reports of QA results per transaction on a daily, weekly and monthly basis.
• Investigate and respond to complaints generated from End User Satisfaction Surveys.
• Extract calls upon clients’ requests/s and/or any End User complaints.
• Produce evaluation certificates for new agents.
• Provide Team leaders and supervisors with detailed, clear and professional performance feedback.
• Hold Quality Awareness presentations and sessions for Staff.
• Measure and report the effectiveness of training by administering tests and evaluations
• Lead monthly quality calibration sessions with Supervisors and Quality Control
• Provide training to new employees and internal/external clients on effective quality call handling and business etiquette.
• Create workshops on topics such as Team Building.
• Coach, motivate and develop representatives for all departments for the entire call center.
• Identify the need for a customer service department and work to create a training program for the new role.
• Hold weekly meetings to discuss customer service and call statistics - devised performance plans if necessary.
• Develop measurable training objectives related to new hire needs.

Job Requirements

• Fluent in Korean is a must.
• Good Coaching and Monitoring Skills.
• Good Communication Skills.
• Good Problem Solving Skills.
• Good leadership skills.
• Good Presentation Skills.
• Experience in call center at least 6 months as a Quality Coach/Trainer.
• Good Knowledge of Microsoft Office (Excel and PowerPoint).