Quality Assurance - japanese and korean speakersSupport Services Group

The Quality Assurance Specialist is responsible for evaluating the performances of the support team associates. He/She will observe inbound and outbound calls and email responses to check whether associates are polite and enthusiastic in their attitude, accurate in their technical and product knowledge, on top of their customer support performance, and whether they follow the company rules and processes. He/She will also help in creating and implementing more efficient customer support processes and procedures.
On top of that, he/she will also share with fellow trainers what to improve in the training process by providing feedback, recommendations, and new materials in order to enhance the performance of incoming and onboard associates.
Job Responsibilities:
Monitors the calls and email responses of associates.
Evaluate associates' performances in how they handle calls, and how they respond through email, their technical and product knowledge, and their compliance to company policies and procedures.
Collect, compile, and synthesize data collected about associate performances and metrics to formulate trends.
Report findings from research and trends gathered from collected data.
Work together with other QA's, Managers, Leaders, and Trainers to come up with solutions to declining associate performances or to look for ways to improve associate performances to achieve better area gains.
Conduct mock calls and demos with associates.
Provide coaching or training to associates that need development.
Requirements
Job Requirements / Qualifications
Must be fluent in Japanese or Korean language, both verbal and written; Preferably Japanese or Korean Natives
Good to excellent English communication skills (B2 Proficiency Level)
Candidates must be residing here in the Philippines
Experience working as a Quality Assurance Specialist or Quality Analyst is preferred
Proficient with the use of computers and smartphones as well as MS Office, Google Workspace, communications applications, and relevant CSS Software
Amenable to be assigned either on Work-from-Home or Work-On-Site setup
Candidates should at least be in College Level
Have a great knowledge of customer service and technical support.
Able to gather and synthesize data to generate easy-to-digest reports.
Have great analytical and problem-solving skills.
Support Services Group

Mandaluyong City, Metro Manila
Permanent
Full-time