Description

Are you looking to ensure high-quality customer service at a leading e-commerce company? You will evaluate customer service agents based on manuals and quality metrics, provide feedback, and identify process improvements.

Requirements

• Detail-oriented with ability to assess call quality
• Familiarity with customer service processes and quality assurance
• Strong written communication skills for feedback
• Ability to identify process improvements
• Experience in QA or customer service evaluation preferred

Responsibilities

• Evaluate customer service agents based on manuals and quality standards
• Apply and maintain knowledge of Coupang customer service processes and QPI
• Write and submit evaluation results and feedback in specified format
• Identify and share improvements across customer service processes
• Ensure consistent quality review across organization using QA evaluation criteria