[쿠팡이츠서비스] CS 상담 품질 관리 담당자
Core
Managing call center quality assurance (QA), developing quality improvement strategies, and coaching agents to ensure consistent service quality for Coupang Eats merchants and customers.
Role type
Senior Customer Experience Quality Assurance Manager
Builds
Merchant support operations and customer experience quality standards
Domain
Food delivery / Customer Support / Quality Assurance
Deliverable
dashboards & analysis
Required skills
Call center QA, Customer Experience (CX), Data analysis, Report writing, Process optimization, Agent coaching, MS Office (Excel, PowerPoint)
Preferred skills
Japanese communication, CX improvement projects, Data-driven problem solving, Change management
Responsibilities
Call center QA management and quality improvement strategy formulation, Consultation script and operational process analysis, Agent education and coaching program planning, VOC analysis for customer experience improvement, Quality monitoring result analysis and reporting, Data-driven quality improvement project execution, Operational policy and process optimization for customer experience
Seniority
Senior, hands-on IC
