Manager, Quality Assurance (PCM Manager, Andon Team)

Coupang

  • Taipei City
  • Permanent
  • Full-time
  • 30 days ago
Company IntroductionCoupang 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 OverviewThe Andon team is at the forefront of our commitment to product quality and customer satisfaction. We are responsible for managing escalated customer complaints about product defects, ensuring swift containment, and driving continuous improvement. The Quality Assurance Manager plays a pivotal role in this ecosystem, building the framework to ensure our processes are robust, our resolutions are effective, and our team consistently operates at the highest standard. You will be the champion of quality within the Andon team, turning data into actionable insights that enhance our entire operation.What You Will Do
  • Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the Andon team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals.
  • Process Auditing & Evaluation: Conduct regular audits of the Andon process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures.
  • Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards.
  • Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times, and customer satisfaction scores (CSAT), to identify trends, process bottlenecks, and opportunities for improvement.
  • Cross-Functional Collaboration: Partner with the Andon Operations Manager and Policy Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality.
  • Reporting & Communication: Generate detailed reports and present findings on the team's performance to senior leadership, highlighting key trends, successes, and areas for strategic improvement.
Basic Qualifications
  • A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position.
  • Proven experience in customer service, technical support, or e-commerce environment.
  • Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices.
  • Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions.
  • Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal.
  • Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools).
Preferred Qualifications
  • Bachelor's degree in Business, Communications, or a related field.
  • Experience working in a fast-paced, high-volume environment.
  • Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE).
  • Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys).
Recruitment Process and OthersRecruitment 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:
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