Korean Bilingual VOC Analyst

Step into the innovative world of LG Electronics. As a global leader in technology, LG Electronics is dedicated to creating innovative solutions for a better life. Our brand promise, 'Life's Good', embodies our commitment to ensuring a happier life for all. We have a rich history spanning over six decades and a global presence in over 290 locations.  Our diverse portfolio includes Home Appliance Solutions, Media Entertainment Solutions, Vehicle Solutions, and Eco Solutions.  Our management philosophy, "Jeong-do Management," embodies our commitment to high ethical standards and transparent operations. Grounded in the principles of 'Customer-Value Creation' and 'People-Oriented Management', these values shape our corporate culture, fostering creativity, diversity, and integrity. At LG, we believe in the power of collective wisdom through an inclusive work environment.  Join us and become a part of a company that is shaping the future of technology.  At LG, we strive to make Life Good for Everyone.  

What we can offer:

A crafted employee experience designed to foster professional growth, a focus on health & well-being and an internal community that will set you up for success.

The Opportunity:

We are seeking a Korean Bilingual Data Scientist with a focus on AI-driven customer and agent analysis to join our team. In this role, you will design and implement advanced models that uncover meaningful insights from customer interactions, behavioral trends, and agent performance data. Your work will directly impact our ability to enhance customer satisfaction, optimize support operations, and drive more personalized and effective engagement strategies.

Responsibilities: 

• Utilize AI and machine learning techniques to analyze customer behavior, interaction trends, and sentiment across multiple channels.
• Analyze customer care agent performance using data-driven metrics to identify areas for training, efficiency improvements, and best practices.
• Develop predictive models to forecast customer needs, churn risk, and potential escalation scenarios.
• Design and implement natural language processing (NLP) solutions to analyze call transcripts, chat logs, and customer feedback.
• Collaborate with customer experience and operations teams to translate analytical insights into actionable strategies.
• Build dashboards and visualization tools to monitor key performance indicators (KPIs) related to customer service and agent effectiveness.
• Continuously improve AI models through experimentation and validation to ensure accuracy and relevance.
• Stay informed on emerging AI and data science techniques applicable to customer experience analytics.

 Qualifications / Education / Experience:

• Bachelor’s or master’s degree in data science, computer science, statistics, or a related field.
• Proven experience in AI and machine learning applications focused on customer behavior analysis and/or contact center analytics.
• Bilingual proficiency in English and Korean is required.
• Proficiency with Python, R, and relevant AI/ML libraries (TensorFlow, PyTorch, scikit-learn, etc.).
• Experience in NLP techniques for analyzing textual and voice data.
• Strong statistical analysis, data mining, and data visualization skills.
• Familiarity with databases (SQL, NoSQL) and data processing pipelines.
• Excellent communication skills to effectively present insights to technical and non-technical stakeholders.
• Ability to work collaboratively across teams and manage multiple priorities.
• Location: Huntsville, Alabama

 Preferred Qualifications:

• Experience with cloud platforms (AWS, Azure, GCP) and AI services tailored to customer analytics.
• Knowledge of contact center technologies and CRM systems.
• Background in deploying AI models into production and monitoring performance over time.

 

Recruiting Range$65,000—$75,000 USD

Benefits Offered Full-Time Employees:

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.  
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life. Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.

Benefits Offered Temporary/Contractors:  

• Eligible for the relevant benefit programs offered through our partner agencies.

Privacy Notice to California Applicants

At LG, we aspire to empower people and celebrate differences because we believe diversity will create the unexpected. We provide equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Consistent with our commitment to providing equal opportunity and embracing diversity, LG has implemented affirmative action to ensure applicants are employed and employees are treated without regard to these characteristics.

In addition to the above, LG believes that pay transparency is a key part of diversity, equity, and inclusion. Our salary ranges take into account many factors in making compensation decisions including but not limited to skillset, experience, licensure, certifications, internal equity, and other business needs. While we consider geographic pay differentials in final offers, because we operate in many geographies where applicable, the salary range listed may not reflect all geographic differentials applied.