Support and enhance the performance of Dyson’s call center and repair service center operations by developing and delivering training programs, conducting end-to-end quality assurance (QA) for Dyson CS vendors, and driving continuous improvement in customer experience and operational excellence.

Vendor QA Oversight • Develop, implement, and manage QA processes for both call center and repair service center vendors, ensuring strict adherence to Dyson’s global standards. • Regularly monitor, review, and evaluate all customer interactions (phone, email, chat, and in-person) handled by vendors for accuracy, compliance, professionalism, and Dyson brand alignment. • Analyze QA results and identify performance gaps; provide actionable feedback and recommendations to vendors. • Conduct calibration sessions with internal and vendor QA teams to align on scoring standards and expectations. Training & Development • Design, update, and deliver training programs (product, process, and system) for new hires and ongoing development across call center and repair service center teams, including vendor staff. • Facilitate regular training sessions (live or virtual), refresher workshops, and ad-hoc upskill modules based on business needs or QA findings. • Measure effectiveness of training interventions through assessments, certification, and post-training performance analysis. • Ensure all training materials are up-to-date, Dyson-specified, and tailored for relevant regions and audiences. Performance Monitoring & Reporting • Track, analyze, and report QA and training metrics for all vendors, highlighting trends, strengths, and areas for improvement. • Produce and present performance dashboards and quality review reports to Senior Management and vendor partners. • Assist in the development of KPI (NPS, CSAT) targets for quality and training; intervene promptly when targets are at risk. Continuous Improvement • Act as a quality ambassador; proactively identify process or communication improvements to enhance customer satisfaction. • Lead or participate in cross-functional projects related to customer experience, service quality, or operational efficiency. • Gather and share best practices and feedback across global CS teams and vendors.

• Bachelor’s degree or equivalent work experience in Customer Service, Training, Operations, or a related field. • 5+ years’ experience in a quality assurance or trainer role within a call center/repair service center environment (preferably with vendor management exposure). • Strong presentation and facilitation skills, with the ability to engage diverse audiences. • Excellent analytical, problem-solving, and communication skills. • Business English fluency • High attention to detail and organizational skills; ability to handle multiple initiatives simultaneously. • Proficient in MS Office. • Experience working with external partners/vendors is highly desirable. • Passion for delivering world-class customer experiences aligned with the Dyson brand. • Able to travel frequently within Korea for site visits • High energy, agile in mindset, and able to flourish in a fast-changing environment

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