CS Learning & Development Manager

• Develop and execute a long-term quality assurance strategy aligned with business goals and customer experience standards.
• Analyze QA data to identify service quality, CSAT trends, and areas for improvement, and provide targeted feedback and coaching to both outsourced service providers (OSP) and internal agents.
• Organize calibration sessions with QA teams and OSP to ensure consistent evaluation standards, working closely with operations to drive performance improvement initiatives.

• Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher courses, and skills enhancement workshops.
• Develop and maintain training materials such as manuals, e-learning modules, and interactive learning tools to ensure content is relevant and effective.
• Collaborate with stakeholders to identify training needs, customize learning solutions, and Coupang Business-Internal User Only evaluate training effectiveness based on feedback and performance metrics.

• Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and ensuring alignment with process updates, policy changes, and new product launches.
• Optimize the structure, searchability, and usability of the knowledge base to improve agent efficiency and reduce resolution time.
• Gather feedback from agents and stakeholders to refine content and implement enhancements based on operational needs.

• Minimum 5 years of experience in Learning & Development, Quality Assurance, or Knowledge Management, with at least 2 years in a managerial or strategic leadership role.
• Proven experience in an e-commerce or BPO customer service environment
• Familiarity with ticketing systems (e.g. Zendesk).

• Ability to manage multiple projects in a fast-paced environment.
• Excellent leadership, communication, and problem-solving skills
• Analytical mindset with pratical experience in using data to drive decisions, track KPIs, and measure learning or quality impact
• Solid project management skills, with the ability to lead cross-functional initiatives and collaborate with internal and external stakeholders

• Bachelor's degree in business, education, communications, or languages field

• 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.

• 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.

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