Senior Customer Service Quality Assurance Specialist
Core
Lead quality assurance and continuous improvement strategies for Coupang Taiwan's customer service operations, focusing on Rocket Delivery and Rocket Overseas services.
Role type
Senior Customer Service Quality Assurance Specialist
Builds
Customer service quality frameworks, improvement plans, and knowledge management processes for a high-volume e-commerce and delivery platform.
Domain
E-commerce / Logistics / Customer Service
Required skills
Quality assurance strategy, project leadership, data analysis, Zendesk, Excel, cross-functional collaboration, root cause analysis, KPI definition, stakeholder management
Preferred skills
Power BI, Tableau, Lean, Six Sigma, PMP, BPO supplier management, end-to-end improvement project leadership, Chinese and English communication
Technologies
Zendesk, Excel, Power BI, Tableau
Responsibilities
Plan and execute quality assurance and continuous improvement strategies; analyze customer feedback and operational data to identify trends and root causes; build dashboards and analysis models; define and track quality KPIs; lead cross-functional quality improvement projects; calibrate quality standards with internal teams and BPO vendors; manage multiple parallel projects and report progress to stakeholders.
Seniority
Senior, hands-on IC with strategic planning and team management experience
