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: CS L&D Specialist

The CS L&D (Training and Quality) Specialist is to ensure our OSP agents deliver high-quality service. This role includes evaluating and monitoring the OSP QA performance, conducting regular QA calibrations & training sessions, and providing constructive feedback. You will also analyze quality metrics to identify areas for improvement and ensure compliance with company policies and procedures.

What will you do?

• Monitor and maintain quality assurance to ensure accuracy and excellence.
• Provide actionable insights and recommendations based on QA data analysis to enhance OSP agents’ performance.
• Manage and update knowledge management systems in line with the service standards, procedures, and process changes.
• Develop and implement comprehensive training programs for OSPs to ensure they align with Coupang’s standards and values.

Essential Qualifications:

• 5+ years in customer service, with at least 2 years in a training and/or quality assurance role.
• Detail-oriented with a strong focus on accuracy and quality.
• Ability to manage multiple tasks and prioritize effectively.

Preferred Qualifications:

• Experience working with or managing outsourced service providers is a plus.

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.

Things 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.
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.