CS Learning & Development Associate (Quality Assurance)
Summary
The CS Learning & Development Associate manages training programs, maintains knowledge base systems, and performs quality assurance audits for customer service interactions. The role requires data analysis skills and the ability to work in a 365-day rotating shift environment.
我們在台灣的包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。
我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。
職位: CS L&D Associate (Quality Assurance)
我們正在尋找一位 CS L&D Associate。此職位將負責開發培訓計畫、監控服務品質並優化知識庫，以確保客服團隊具備專業技能與資源
職務概覽：
1. 培訓與發展
- 協助執行入職培訓，並更新與發放培訓教材。
- 收集學員回饋，協助分析培訓成效數據。
2. 知識管理
- 更新知識管理系統，確保內容準確並與流程更新、政策變動及新產品發佈保持同步。
- 維護與更新知識庫內容，確保資訊與現行政策一致。
- 收集客服人員與相關部門的建議，根據使用者需求精煉內容並實施系統優化。
3. 品質管理
- 執行品質監控流程，針對多管道（電話、郵件、線上對談）進行服務審核，根據品質 監控結果提供具建設性的回饋與改善建議，確保符合服務標準。
- 協助準備校準會議資料，記錄並追蹤改進進度。
招募條件：
- 至少 1 年以上培訓、品質管理或知識庫管理的相關經驗。
- 具備電商平台或外包客服環境經驗者尤佳。
- 熟悉工單系統，例如：Zendesk
關鍵技能：
- 能在節奏快速的環境中同時管理多項專案。
- 卓越的溝通、協調與團隊協作能力。
- 具備強大的問題解決能力與邏輯批判思考。
- 精通 Excel 基本數據分析，並能從中識別績效趨勢。
- 熟悉 Power BI 、Google Workspace 或其他知識管理工具者佳。
教育背景：
大學本科以上學歷，商管、教育、大眾傳播或語文相關科系畢業。
工作時間：
本職位採全年 365 天輪班制，標準工時為上午 9:00 至下午 6:00，需依輪班安排於週末及國定假日出勤，實際班表將視營運需求調整。
招募流程
申請資格審核 – 電話面試 – 視訊面試 – 錄取通知
招聘流程的確切性質可能會根據具體工作而有所不同，並且可能會因日程安排或其他情況而發生變化
面試時間表和結果將透過電子郵件地址通知應徵人員
需要考慮的事項
如果空缺職位已填補，則此職位發布可能會在規定的申請結束日期之前關閉。
如果發現候選人在申請過程中提交了虛假信息，Coupang 有權撤銷聘用邀請。
Coupang 不歧視殘疾申請人或退伍軍人。 我們很自豪能為所有申請人提供平等的機會。
As published by greenhouse
名, 姓, 電子郵件, 電話, 履歷, 求職信, 地點
- LinkedIn Profile optional
- Coupang Corporation or its affiliates and subsidiaries* (or collectively referred to as “Coupang”) does not collect, process or use any personal information other than the types of information specified in this Consent. Please ensure that your resume does not include any personal information other than the types specified in this Consent. choose one
- 1. What is your nationality? choose one
- 1. (Required) By submitting your resume, you consent to the required collection, processing, use, required provision/transfer, and consignment of personal information as set forth in our Privacy Policy (https://privacy.coupang.com/en/land/jobs/). choose one
- 2. (Optional) Name, contact information, email address, nationality, educational background, work experience, qualifications, national merit status (for special hiring program applicants only), relative’s name/relationship/team and application history are collected and used on an ongoing basis for recruitment purposes and may be provided to any of our affiliates and subsidiaries*, other than the company to which you originally applied, for the purpose of reviewing and conducting recruitment for similar positions. Personal information collected and provided will be retained for the duration of the year-round recruitment retention period defined in the Privacy Policy. You may refuse to provide consent, but such refusal may prevent the year-round hiring from progressing normally or may result in the restriction of opportunities in the hiring process of companies other than the one you applied. choose one
- 3. (Optional) Recordings of the interview process and transcriptions of interview audio maybe collected and used for the following purposes: i) to record the interview process, ii) to transcribe and document interview audio, iii) to summarize interview results, iv) to verify the interview process and evaluation results, v) to improve the hiring procedures, vi) to check candidate fit for other open positions, vii) to review past interview records. Collected personal information are retained for 4 years from the notification of hiring result, and then deleted. You may refuse to provide this consent, and refusal will not affect the recruitment process. choose one
- 4. (Optional) Coupang or its affiliate or subsidiary company* will send recruitment notifications through transmission media such as phone, email, and SMS using the contact information and email address based on your consent. choose one
- 5. (Optional) Coupang or its affiliate or subsidiary company* will conduct reference checks on you within the following scope based on your consent: Additional reference checks may be conducted on applicants who applied for a job at Coupang and passed interviews, and Coupang arranges means to conduct reference checks. Coupang may collect other personal information about you, including integrity information collected from public sources and the performance evaluation information collected from your former employer or colleagues. choose one
- 1. I understand that working with Relatives in the Coupang group of companies (collectively, the "Coupang Group") -- where they can influence each other’s work -- can potentially create conflicts of interest. Therefore, such a situation requires prior approval from the People Operations. In view of the above, I hereby confirm that I DO NOT have any Relatives working in any company within the Coupang Group or serving on the Board of Directors of any company within the Coupang Group; choose one
- - Name of Relative(s) / 親屬姓名: optional
- - Relationship / 關係: optional
- - Working Org / Team / 任職組織/團隊: optional
- 1. Are you currently, or have you been a government official, public servant, or employee of a public institution who may be subject to post employment or reemployment restrictions under applicable laws or regulations? choose one
- 2. Do you acknowledge and agree that where required under applicable laws or regulations: choose one · optional
- You have the right to inquire/access, request a copy, supplement/correct, delete, suspend the collection, processing, or use and suspend the transfer of your personal information that Coupang holds. Exercising certain rights, such as deletion of personal information, may result in the restriction of the hiring process. If you wish to exercise any of these choices, please contact our privacy representative at [candidatedataremove@coupang.com]. choose one
- Document Policy choose one