About Us
Dyson opened the doors to its first office in Seoul in 2017, following years of success through a distributor model in Korea. Dyson opened the doors to its first office in Seoul in 2017, following years of success through a distributor model in Korea. Today we have successfully expanded our Retail space across Direct Stores, Department Stores, Travel Retail, and we are still growing.
About the Role
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.
About You
Skills & Experience Required
- 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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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.