🛠 Tech Stack

💼 About This Role

You'll lead training, QA, and knowledge management programs for customer service teams supporting Coupang's expansion in Taiwan. Your core impact is driving data-driven service excellence by identifying skill gaps and optimizing learning strategies. This role offers the chance to shape a high-performance service culture at a fast-growing e-commerce leader.

🎯 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 long-term quality assurance strategy.
• Analyze QA data to identify service quality trends and coaching opportunities.

📋 Requirements

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

✨ Nice to Have

• Visualization tools (Power BI, Tableau)
• Ability to rapidly develop Excel dashboards

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Competitive salary
• 📈 Career growth
• 🏢 Hybrid work
• 🎓 Learning opportunities

📨 Hiring Process

Estimated timeline: 4-6 weeks

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

🚩 Heads Up

• Rotational schedule includes weekends and public holidays