(Customer Service) QA Manager
Core
Lead an independent audit function to produce an unowned, customer-centric read on service quality for Coupang's Taiwan expansion.
Role type
Senior IC QA Manager (Customer Service)
Builds
Independent audit reports, mystery calling outcomes, and quality calibration frameworks.
Domain
E-commerce / Customer Service Quality Assurance
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, audit programme execution, meta-checking, coaching, root-cause analysis, data-driven decision making, project management, dashboard building
Preferred skills
Experience in e-commerce or BPO, familiarity with Zendesk, experience with cross-organizational reporting
Technologies
Zendesk, Excel, Sheets, Power BI, Tableau
Responsibilities
Manage audit associate team schedules and workflow, oversee daily audit throughput and mystery calling, conduct meta-checks on scoring, drive coaching and development
Seniority
Senior, hands-on IC