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(Customer Service) QA Manager

Summary

Manages a small team that audits customer-service interactions to ensure consistent, high-quality support for Coupang’s e-commerce platform in Taiwan.

Company Introduction

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.

Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.

We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did I ever live without Coupang?”

Role Overview

The QA Team Manager owns the daily execution of an independent audit function that produces an unowned, customer-centric read on service quality. The role runs the operational rhythm — manages a small team of audit associates, oversees daily audit throughput and mystery calling programme, and leads calibration with CS QA to ensure scoring interpretations stay aligned while preserving independent judgement. This is a critical safeguard on customer experience quality

What You Will Do

  • Manage a team of audit associates: shift schedules, workflow assignments, daily output tracking, and coverage against agreed audit volumes.
  • Own the daily rhythm of the audit programme — audits completed, mystery calling scenarios executed, outcome verifications closed within SLA.
  • Conduct regular meta-checks on associates' scoring to eliminate drift and ensure the independent read stays credible.
  • Drive coaching and development of the associate team; identify capability gaps and close them..

Basic Qualifications

  • Minimum 5 years of experience in Quality Assurance, Audit, Learning & Development, or a related evaluative discipline, with at least 2 years leading a team or programme.
  • Proven experience in an e-commerce or BPO customer service environment; direct experience running or overseeing contact-quality audits strongly preferred.
  • Familiarity with ticketing and QA platforms (e.g. Zendesk).
  • Nice-to-have: experience running a function that had to hold an independent quality line against operational pressure — audit, compliance, risk, or a QA team with cross-organizational reporting.

Skills

  • Excellent leadership and coaching skills — this is a small, high-standards team; the manager sets the tone and defends the bar.
  • Strong critical thinking and root-cause reasoning; comfortable defending scoring decisions in calibration sessions with peer functions.
  • Ability to manage multiple concurrent workstreams (audits, mystery calling, calibration, reporting) in a fast-paced environment.
  • Excellent written and verbal communication; ability to write findings that survive scrutiny from CS Ops and cross-functional owners.
  • Proficient in Excel / Sheets for identifying performance trends and translating them into actions. Visualisation tools (Power BI, Tableau) a plus.
  • Ability to independently build dashboards to address business needs without waiting for analytics support.
  • Analytical mindset with practical experience using data to drive decisions, track KPIs, and measure quality impact.
  • Solid project management skills; comfort collaborating with internal and external stakeholders.
  • Fluent Traditional Chinese (Mandarin) mandatory. Working English for team communication and reporting.

Education

  • Bachelor's degree in business, communications, languages, or a related field. Equivalent operational experience considered.

Recruitment Process

  • Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer
  • The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.
  • Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.

Details to Consider

  • This job posting may be closed prior to the stated end date for application if all openings are filled.
  • Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.
  • Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

Privacy Notice​

  • Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below:

What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location

  • 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

See also

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