Senior Customer Service Quality Assurance Specialist

The role

This person will lead customer service quality improvement strategies in Taiwan through quality audits, learning development, and knowledge management. They will analyze service tickets and operational data to drive actionable improvement plans across departments.

What you will do

• Plan and execute Taiwan customer service quality assurance and continuous improvement strategies.
• Analyze customer service tickets, feedback, quality audits, and operational data to identify trends and root causes.
• Independently create dashboards, analysis models, and ad hoc reports using Excel.
• Establish and track key quality indicators such as quality scores and training effectiveness.
• Translate data insights into specific improvement actions with defined owners and timelines.
• Lead cross-departmental quality improvement projects with operations, product, and logistics teams.
• Propose scalable quality improvement solutions for Rocket Delivery and Rocket Overseas services.
• Perform quality calibration with internal teams and BPO service providers.
• Manage multiple concurrent projects and report progress to stakeholders.
• Promote a customer-centric, data-driven, and continuous learning quality culture.

Required qualifications

• Over 5 years of experience in learning and development, quality assurance, or knowledge management.
• At least 2 years of experience in strategic planning, project leadership, or team management.
• Practical experience in e-commerce or BPO customer service operations.
• Familiarity with customer service ticketing systems such as Zendesk.
• Proficiency in Excel for creating dashboards, pivot tables, and trend reports.
• Strong analytical, problem-solving, and project management skills.
• Excellent communication, influence, and cross-departmental collaboration skills.
• High sense of ownership, action-oriented, and data-driven mindset.

Nice to have

• Practical experience with Power BI, Tableau, or other data visualization tools.
• Experience designing and implementing quality frameworks, root cause analysis, or training effectiveness evaluations.
• Experience leading end-to-end improvement projects across operations, product, technology, or logistics.
• Experience managing BPO quality performance or vendor governance.
• Familiarity with e-commerce, instant retail, last-mile delivery, or cross-border e-commerce customer journeys.
• Experience with process improvement, quality management, or project management certifications such as Lean, Six Sigma, or PMP.
• Good Chinese and English communication skills for multinational or cross-cultural collaboration.

About the company

Coupang is redefining the shopping experience by providing services like Rocket Delivery and Rocket Overseas in Taiwan. The company aims to create services that exceed customer expectations from the moment they open the app until the product is delivered.