Project Assistance Specialist - CX Auditor QA(TW)

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

As a QA, you will be responsible for analyzing the audit results conducted by the operators on the CX Audit team. Your responsibilities will include preparing detailed QA reports that offer insights into auditor performance and highlight trends in customer experience defects. This role is crucial to the CX Audit function, with a primary focus on enhancing overall audit integrity and quality.

What You Will Do

• Report on overall Audit integrity for audits conducted by the CX Audit team.

• Troubleshoot and deep dive into operator defects; provide regular feedback to CX Audit team operators based on QA insights.

• Establish and Improve Audit SOPs to reduce human error and ensure audit accuracy >97%

• Suggest and implement improvements to the QA process after post-mortems and deep dive sessions.

• Support catalog health side projects.

Basic Qualifications

• Bilingual (Native in Mandarin + English Proficiency)

• At least 2 years of experience in an online or internet-based company, ideally within the e-Commerce sector.

Preferred Qualifications

• Detail oriented and solution-driven

• Able to adapt to new tools and processes quickly

• Comfortable operating in a fast-paced, deadline-driven environment with rapidly changing priorities and a high volume of projects.

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.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice located below: https://www.coupang.jobs/privacy-policy/