(Customer Service) QA Manager

Company Introduction   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.   Our services in Taiwan include “Rocket Delivery” which offers next-day delivery for a wide selection of items at affordable prices, “Rocket Oversea” 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 I ever live without Coupang?”

Role Overview   The QA Team Manager owns the daily execution of an independent audit function that produces an unowned, customer-centric read on service quality. The role runs the operational rhythm — manages a small team of audit associates, oversees daily audit throughput and mystery calling programme, and leads calibration with CS QA to ensure scoring interpretations stay aligned while preserving independent judgement. This is a critical safeguard on customer experience quality

What You Will Do

Manage a team of audit associates: shift schedules, workflow assignments, daily output tracking, and coverage against agreed audit volumes. Own the daily rhythm of the audit programme — audits completed, mystery calling scenarios executed, outcome verifications closed within SLA. Conduct regular meta-checks on associates' scoring to eliminate drift and ensure the independent read stays credible. Drive coaching and development of the associate team; identify capability gaps and close them..

Basic Qualifications

Minimum 5 years of experience in Quality Assurance, Audit, Learning & Development, or a related evaluative discipline, with at least 2 years leading a team or programme.  Proven experience in an e-commerce or BPO customer service environment; direct experience running or overseeing contact-quality audits strongly preferred.  Familiarity with ticketing and QA platforms (e.g. Zendesk).  Nice-to-have: experience running a function that had to hold an independent quality line against operational pressure — audit, compliance, risk, or a QA team with cross-organizational reporting.

Skills

Excellent leadership and coaching skills — this is a small, high-standards team; the manager sets the tone and defends the bar.  Strong critical thinking and root-cause reasoning; comfortable defending scoring decisions in calibration sessions with peer functions.  Ability to manage multiple concurrent workstreams (audits, mystery calling, calibration, reporting) in a fast-paced environment.  Excellent written and verbal communication; ability to write findings that survive scrutiny from CS Ops and cross-functional owners.  Proficient in Excel / Sheets for identifying performance trends and translating them into actions. Visualisation tools (Power BI, Tableau) a plus.  Ability to independently build dashboards to address business needs without waiting for analytics support.  Analytical mindset with practical experience using data to drive decisions, track KPIs, and measure quality impact.  Solid project management skills; comfort collaborating with internal and external stakeholders.  Fluent Traditional Chinese (Mandarin) mandatory. Working English for team communication and reporting.

Education

Bachelor's degree in business, communications, languages, or a related field. Equivalent operational experience considered.

Recruitment Process

Application Review - Phone Interview - Onsite (or 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.

Details to Consider

This job posting may be closed prior to 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. Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.

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