Description

You will be responsible for managing and improving call center quality at Coupang Eats, analyzing customer feedback, and driving data-backed quality initiatives.

Requirements

• Relevant experience in quality management or customer service
• Strong analytical and data interpretation skills
• Excellent communication and problem-solving abilities
• Proficiency in quality monitoring tools and systems

Responsibilities

• Manage call center quality and develop improvement strategies
• Analyze scripts, processes, and KPIs for quality enhancement
• Operate agent training and quality monitoring programs
• Analyze VOC and propose customer satisfaction improvements
• Drive data-based quality improvement projects