[CES] CS L&D Specialist [L4] (Quality Development)

The role

This person will manage call center quality assurance and develop improvement strategies. They will plan training programs, analyze VOC, and optimize operational processes for the Merchant Support & Quality Development organization.

What you will do

• Manage call center quality (QA) and establish quality improvement strategies
• Analyze and improve consultation scripts, operational processes, and KPIs
• Plan and operate agent training and coaching programs
• Derive customer experience improvement tasks through VOC analysis
• Analyze quality monitoring results and write reports
• Plan and execute data-driven quality improvement projects
• Optimize operational policies and processes for customer experience improvement
• Manage related systems and tools

Required qualifications

• 5+ years of experience in call center QA, customer experience (CX), customer support, or related fields
• Data analysis and report writing skills
• Smooth communication and problem-solving skills
• MS Office proficiency (Excel, PowerPoint required)
• Ability to work weekend schedules

Nice to have

• Japanese communication skills
• Call center QA experience
• Customer experience (CX) improvement project experience
• Agent training and coaching experience
• Experience leading data-driven problem analysis and improvement tasks
• Experience actively collaborating and driving work in changing environments

Before you apply

• This posting is exclusively for internal employees
• Must complete the attached Internal Transfer Request Form
• Must submit via Coupang email address

About the company

Coupang Eats Services provides differentiated delivery strategies and support for customers, merchants, and delivery partners. The company operates systems to provide customers with amazing experiences and merchants with one-stop services from ordering to delivery.