🛠 Tech Stack

💼 About This Role

You'll lead training and quality assurance programs for Coupang's customer service in Taiwan, shaping a high-performing service culture. You'll use data to drive continuous improvement and equip agents to deliver excellent support.

🎯 What You'll Do

• Design and deliver training programs for new hires and existing agents
• Manage and update the Knowledge Management system
• Develop and execute a long-term quality assurance strategy
• Analyze QA data to identify trends and provide targeted feedback

📋 Requirements

• 5+ years in Learning Development, QA, or Knowledge Management
• 2+ years in a managerial or strategic leadership role
• Experience in e-commerce or BPO customer service environment
• Familiarity with ticketing systems like Zendesk

✨ Nice to Have

• Proficiency in Power BI or Tableau
• Experience with Excel dashboards for data-driven insights

🎁 Benefits & Perks

• 🏖️ Rotational schedule includes weekends and holidays
• 📚 Training and development opportunities
• 🌍 Global team environment

📨 Hiring Process

Estimated timeline: 3-5 weeks

1. 1Application Review· 1-2 weeks
2. 2Online Test· 1 hour
3. 3Phone Interview· 30-45 min
4. 4Virtual Onsite Interview· 2-3 hours
5. 5Offer· 1 week

🚩 Heads Up

• Rotational schedule includes weekends and holidays without additional compensation mentioned
• Broad requirement blend (training, QA, knowledge management) may indicate understaffing