Sr. CS Learning & Development Specialist (Training)

Coupang is reimagining the shopping experience with the goal of wowing each customer from the instant they open the Coupang app to the moment an order is delivered to their door.  We have recently launched our services in Taiwan including Rocket Delivery which offers next-day delivery for a wide selection of items at affordable prices and Rocket Overseas which offers free international delivery on millions of best-selling products from Korea, the U.S., and beyond.  We are looking for talents to help us lead Coupang’s expansion in Taiwan. This is an exceptional opportunity to become a part of Coupang’s growth in Taiwan and create a world where our customers wonder, “How did we ever live without Coupang?”  Position: Sr. CS Learning & Development Specialist (Training) We are seeking a Sr. CS Learning & Development Specialist to lead the strategic development and execution of training, quality assurance, and knowledge management programs across our customer service fuction.In this role, you will play a key part in shaping a high-performing service culture by identifying skill gaps, optimizing learning strategies, and using data to drive continuous improvement. You will collaborate closely with internal teams and OSP to ensure that our agents are equipped to deliver consistent, high-quality, and customer-centric support. The ideal candidate is a strong leader with proven experience in managing teams, building scalable QA frameworks, and leveraging insights to elevate the customer experience and service excellence.

What will you do?

- Training & Development Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher courses, and skills enhancement workshops. Develop and maintain training materials such as manuals, e-learning modules, and interactive learning tools to ensure content is relevant and effective. Collaborate with stakeholders to identify training needs, customize learning solutions, and evaluate training effectiveness based on feedback and performance metrics.

- Knowledge Management Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and ensuring alignment with process updates, policy changes, and new product launches. Optimize the structure, searchability, and usability of the knowledge base to improve agent efficiency and reduce resolution time. Gather feedback from agents and stakeholders to refine content and implement enhancements based on operational needs.

- Quality Assurance Develop and execute a long-term quality assurance strategy aligned with business goals and customer experience standards. Analyze QA data to identify service quality, CSAT trends, and areas for improvement, and provide targeted feedback and coaching to both outsourced service providers (OSP) and internal agents. Organize calibration sessions with QA teams and OSP to ensure consistent evaluation standards, working closely with operations to drive performance improvement initiatives.

Essential Qualifications:

Minimum 5 years of experience in Learning & Development, Quality Assurance, or Knowledge Management, with at least 2 years in a managerial or strategic leadership role. Proven experience in an e-commerce or BPO customer service environment Familiarity with ticketing systems (e.g. Zendesk).

Skills: - Ability to manage multiple projects in a fast-paced environment. - Excellent leadership, communication, and problem-solving skills - Proficient in leveraging Excel to quantify performance trends and translate data insights into actionable items. Visualization tools (Power BI, Tableau) is a big plus. - Ability to independently and rapidly develop Excel dashboards to address urgent business needs and provide data-driven insights. - Analytical mindset with pratical experience in using data to drive decisions, track KPIs, and measure learning or quality impact - Solid project management skills, with the ability to lead cross-functional initiatives and collaborate with internal and external stakeholders

Education: Bachelor's degree in business, education, communications, or languages field.

Work Schedule: This role follows a 365-day rotational schedule, with standard working hours of 9:00 AM to 6:00 PM, including weekends and public holidays on a rotational basis, subject to adjustment based on operational workflow.

Recruitment Process．Application Review - Online Test - Phone Interview - Virtual Onsite Interview - Offer．The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.．Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage. Things to Consider．This job posting may be closed before the stated end date for application if all openings are filled.．Coupang has the right to rescind an offer of employment if a candidate is found to have submitted false information as part of the application process.．Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants. Equal Opportunities for AllCoupang is an equal-opportunity employer. Our unprecedented success could not be possible without the valuable input of our globally diverse team.