Senior Customer Service Quality Assurance Specialist

The role

This person will plan and execute customer service quality assurance and continuous improvement strategies for Taiwan. They will analyze service tickets and operational data to drive 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.
• Independently create dashboards, analysis models, and ad hoc reports using Excel.
• Establish and track key quality indicators such as quality scores and problem recurrence rates.
• 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 in designing and implementing customer service quality frameworks, root cause analysis, or training effectiveness evaluation.
• Experience leading end-to-end improvement projects across operations, product, technology, or logistics.
• Experience managing BPO quality performance, vendor governance, or outsourced customer service partnerships.
• Familiarity with e-commerce, instant retail, last-mile delivery, or cross-border e-commerce services.
• 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.

Before you apply

• Recruitment process includes resume review, phone interview, online interview, and job offer.
• The position may close before the announcement deadline if all vacancies are filled.
• Coupang reserves the right to withdraw employment offers if false information is submitted.

About the company

Coupang is redefining the shopping experience, aiming to create service that exceeds expectations from the moment a customer opens the Coupang App until the product is delivered. In Taiwan, Coupang provides Rocket Delivery and Rocket Overseas services.