Senior Customer Service Quality Assurance Specialist
Core
Design and execute customer service quality assurance and continuous improvement strategies for Coupang Taiwan's e-commerce and delivery services, leveraging data analysis and cross-functional collaboration to enhance customer experience.
Role type
Senior Customer Service Quality Assurance Specialist
Builds
Scalable quality improvement initiatives for Rocket Delivery and Rocket Overseas services
Domain
E-commerce / Last-mile delivery / Customer Operations
Deliverable
Production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic planning, project leadership, data analysis, root cause analysis, KPI definition, cross-functional collaboration, stakeholder management, process improvement, vendor management
Preferred skills
Power BI, Tableau, Lean, Six Sigma, PMP, BPO quality framework design, end-to-end project leadership
Technologies
Zendesk, Excel, Power BI, Tableau
Responsibilities
Plan and execute quality assurance strategies including monitoring, calibration, feedback, and training; Analyze customer tickets, feedback, and operational data to identify trends and root causes; Build dashboards and analytical models to support decision-making; Lead cross-functional quality improvement projects with operations, product, logistics, and BPO partners; Manage multiple concurrent projects and report progress to stakeholders; Drive a data-driven quality culture across first-line service processes.