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

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

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

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

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

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Support catalog health side projects.

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