Senior Customer Service Quality Assurance Specialist
Coupang正在重新定義購物體驗，目標是從顧客開啟 Coupang App 的那一刻起，到商品送達門口為止，持續創造超越期待的服務。Coupang 在台灣提供「火箭速配」，以實惠價格為廣泛商品提供隔日到貨服務，以及「火箭跨境」，為來自韓國、美國及其他地區的數百萬件熱銷商品提供免費國際配送。我們正在尋找能共同引領 Coupang 台灣業務擴展的人才。這是一個參與 Coupang 台灣成長的重要機會，並共同打造一個讓顧客感嘆「沒有 Coupang 的日子，我以前是怎麼過的？」的世界。
職位名稱: Senior Customer Service Quality Assurance Specialist
What will you do?
- 負責台灣客服品質改善策略，透過品質稽核、學習發展及知識管理機制，持續提升客服體驗與營運表現。
- 運用客服工單、品質評分及營運數據辨識趨勢與根因，將分析結果轉化為可執行的改善方案。
- 建立並追蹤品質與學習成效 KPI，確保改善措施能有效支持快速成長的電商與配送服務。
- 與客服營運、培訓、知識管理、產品、物流及外部服務供應商合作，推動跨部門品質改善計畫。
- 在快速變動的營運環境中主動處理優先事項，協助 Coupang 持續為台灣顧客創造 WOW 體驗。
Key Responsibilities:
- 規劃並執行台灣客服品質保證與持續改善策略，涵蓋品質監控、校準、回饋、培訓及知識管理流程。
- 分析客服工單、顧客回饋、品質稽核及營運數據，辨識影響顧客體驗與服務效率的趨勢、風險及根本原因。
- 使用 Excel 獨立且快速建立儀表板、分析模型及臨時報表，支援緊急業務需求與管理決策。
- 建立並追蹤關鍵品質指標，例如品質評分、問題重複發生率、改善措施完成率、培訓後成效及顧客體驗相關指標。
- 將數據洞察轉化為具體改善行動，明確定義負責人、時程、成功指標及後續追蹤機制。
- 領導跨部門品質改善專案，與客服營運、學習發展、知識管理、產品、技術、物流、配送及其他內外部合作夥伴協作。
- 針對 Rocket Delivery、Rocket Overseas 及其他 app-first 電商服務的顧客接觸流程，提出可擴展且符合台灣市場需求的品質改善方案。
- 與內部團隊及 BPO 服務供應商進行品質校準，提升評分一致性、政策理解與顧客服務標準。
- 管理多項並行專案，主動辨識執行風險、排定優先順序，並定期向利害關係人彙報進度、成果及待決事項。
- 推動以顧客為中心、數據驅動及持續學習的品質文化，確保改善成果能落實至第一線客服流程並創造顧客 WOW。
Essential Qualifications:
- 具 5 年以上學習與發展、品質保證或知識管理相關經驗，其中至少 2 年具策略規劃、專案領導或團隊管理經驗。
- 具電子商務或 BPO 客服營運環境的實務經驗，了解高交易量及快速變動服務情境下的品質管理需求。
- 熟悉客服工單系統及相關工作流程，例如 Zendesk，並能運用工單資料進行問題分析與改善追蹤。
- 熟練使用 Excel，能獨立建立儀表板、樞紐分析、趨勢報告及其他分析工具，將資料洞察轉化為具體行動。
- 具良好的分析、問題解決及專案管理能力，能定義 KPI、衡量學習或品質改善成效，並同時管理多項專案。
- 具出色的溝通、影響及跨部門協作能力，能與不同層級的內部利害關係人及外部服務供應商合作。
- 具商業、教育、傳播、語言或其他相關領域學士學位。
- 具高度主人翁意識、行動導向及數據驅動思維，能在資訊不完整及步調快速的環境中獨立判斷並推進工作。
Preferred Qualifications:
- 具 Power BI、Tableau 或其他資料視覺化工具的實務經驗，能建立易於理解且可供決策使用的管理儀表板。
- 具客服品質框架、品質校準、根因分析、改善行動管理或培訓成效評估的設計與導入經驗。
- 曾領導跨客服營運、產品、技術、物流或配送團隊的端到端改善專案。
- 具管理 BPO 品質表現、供應商治理或外包客服合作關係的經驗。
- 熟悉電商、即時零售、最後一哩配送或跨境電商服務與相關顧客旅程。
- 具流程改善、品質管理或專案管理相關認證或方法論經驗，例如 Lean、Six Sigma 或 PMP。
- 具良好的中文及英文溝通能力，能在跨國或跨文化團隊中進行書面溝通、資料彙報及專案協作。
- 能配合輪班制度，標準工作時間為上午 9:00 至下午 6:00，並依排班於週末及國定假日出勤；實際安排可能依營運流程調整。
招募流程
○ 履歷審查 - 電話面談 - 現場面試或線上現場面試 - 錄取通知
○ 實際招募流程可能依特定職位需求、面試安排或其他情況調整。
○ 面試安排及結果將透過候選人於申請階段所提供的電子郵件地址通知。
注意事項
○ 若所有職缺均已補足，本職缺可能於公告截止日前提前關閉。
○ 若候選人在申請流程中提交不實資訊，Coupang 有權撤回聘僱邀請。
○ 符合法定就業保障資格者，包括退伍軍人福利適用者及身心障礙者，將依相關法令獲得就業上的優先考量。
Skills
As published by greenhouse · 16 questions
Basics
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
Short answers (4)
- LinkedIn Profile optional
- - Name of Relative(s) / 親屬姓名: optional
- - Relationship / 關係: optional
- - Working Org / Team / 任職組織/團隊: optional
Pick from a list (12)
- 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.
- 1. What is your nationality?
- 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/).
- 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.
- 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.
- 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.
- 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.
- 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;
- 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?
- 2. Do you acknowledge and agree that where required under applicable laws or regulations: 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].
- Document Policy