🛠 Tech Stack

💼 About This Role

You'll develop training programs and optimize the knowledge base for Coupang's customer service teams in Taiwan, ensuring they have the skills and resources to deliver next-day delivery excellence. This role blends training design, quality assurance, and knowledge management to drive continuous improvement.

🎯 What You'll Do

• Design and deliver training programs for new hires and existing agents.
• Manage and update the Knowledge Management system for accuracy and relevance.
• Implement quality monitoring and conduct audits across communication channels.
• Analyze QA data and provide targeted feedback to improve service quality.

📋 Requirements

• At least 3 years of experience in Training, Quality Assurance, or Knowledge Management.
• Experience in E-commerce or BPO customer service environment.
• Familiarity with ticketing systems like Zendesk.
• Bachelor's degree in business, education, communications, or languages.

✨ Nice to Have

• Experience with e-learning authoring tools.
• Background in performance improvement strategies.

🎁 Benefits & Perks

• 📚 Learning and development opportunities
• 🌐 International work environment
• 📈 Career growth in a leading e-commerce company
• 💼 Competitive compensation package

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Phone Screen· 30 min
2. 2Technical Interview· 45 min
3. 3Behavioral Interview· 45 min

🚩 Heads Up

• 365-day rotational schedule including weekends and holidays.