Coupang
Senior Manager, CS QA & Performance Management
Taipei, Taiwan. Posted 16 days ago
The role
You will define and execute CS QA strategies and governance frameworks. You will lead quality performance monitoring, workforce planning, and manager development to optimize customer service operations.
What you will do
- Define and execute CS QA strategies and governance frameworks
- Establish evaluation methodologies and auditing mechanisms
- Monitor quality performance and drive customer experience improvements
- Lead root cause analysis and corrective action initiatives
- Lead workforce planning, capacity forecasting, and resource allocation
- Develop performance management frameworks and data-driven reporting systems
- Monitor operational metrics and optimize efficiency across service channels
- Assess business impact and execute resource deployment strategies
- Partner with Product, Program, Operations, and Training teams
- Lead, coach, and develop managers and quality specialists
Required qualifications
- Bachelor's degree or higher
- 10+ years of professional experience in CS, QA, Operations, or Workforce Management
- 5+ years of experience managing managers and large operational teams
- Strong analytical capability
- Proven stakeholder management skills
- Ability to work hands-on with front-line processes and operational data
- Business proficiency in Traditional Chinese (Mandarin)
- Verbal and written English communication skills
Nice to have
- Proven experience in QA governance, operational excellence, and capacity management within large-scale operations
- Experience supporting or implementing AI-enabled customer service solutions
- Advanced data analysis and business intelligence skills using analytics tools
Before you apply
- Application Review - Job Fit Interview - Focus Interview – Offer
- The job posting may be closed prior to the stated end date if all openings are filled
- Coupang may rescind an offer if a candidate is found to have submitted false information
About the company
Coupang is reimagining the shopping experience with the goal of wowing each customer. Their services in Taiwan include Rocket Delivery and Rocket Oversea.