Quality Assurance Specialist - Andon Operations Trainer

IP Operations Operator (Quality Assurance Specialist)

Coupang

我們在台灣的包括「火箭速配」，以實惠的價格為多種精選商品提供隔日到貨服務。「火箭跨境」供應來自韓國、美國等地數百萬種暢銷商品，並提供國際速配服務。   我們正在尋覓人才協助我們帶領 Coupang 台灣拓展業務。這是個難得的機會，一同參與 Coupang 在台灣的成長，打造一個讓我們的顧客自問「沒有 Coupang，我該怎麼過活？」的世界。   職缺名稱：IP Operations Operator IP Operations 團隊是維護品牌完整性與市集信任度的「策略防火牆」。 我們執行主動防護與法證驗證的雙層防禦，包括： * IP Monitoring（智慧財產監控） 用以移除仿冒品； * Seller Gating（賣家審核） 以控管供應鏈與銷售通路。 團隊同時負責高度敏感的 申訴審查（Appeals） 與 IPR（智慧財產權）執法，透過供應鏈文件的法證式審核來解決爭議並降低法律風險。   身為 IP Operations Operator，你將站在第一線，保護平台的市場完整性。你將負責大量、細節密集的作業，確保平台上的商品真實、合規並符合智慧財產規範。本職缺需具備高度細心、品質導向，以及在快節奏環境中準確套用複雜政策的能力。   主要職責 (What will you do?): • 商品內容與上架審查（Content & Listing Review） 有系統地審查商品頁、品牌資訊與賣家資料，以辨識並降低潜在 IP 風險。 • 政策應用（Policy Application） 依據內部 SOP，對系統產生的案件做出「通過」或「拒絕」的判定。 • 文件驗證與調查（Verification & Investigation） 審查賣家或內部系統提供的文件，確認商品及銷售通路的合法性。 • 系統維護（System Maintenance） 透過設定、審核與調整特定參數（如關鍵字或邏輯）來協助提升監控工具的準確性。 • 品質管理與報告（Quality & Reporting） 維持高準確率與高生產力；清楚記錄每項判定，並協助分析數據中反覆出現的模式或異常。   必備資格 (Essential Qualifications) * 相關經驗：客服、資料輸入、內容審核、電商營運或行政相關經驗。 * 高度細心：能專注處理重複且大量的調查類作業。 * 決策能力：能快速吸收複雜規則，並一致性地做出客觀、數據導向的判斷。 * 語言能力：精通中文，具備基礎到中級英文閱讀與書寫能力，以便閱讀內部系統與政策文件。 * 科技操作能力：熟悉 Google Suite／Microsoft Office，能同時操作多個網頁平台。 * 誠信原則：具備高度職業道德，能妥善處理敏感資訊並維護平台信任度。   加分條件 (Extra Qualifications／Preferred) * 學歷：專科或大學學歷皆可；若對法律、商業或科技領域有興趣更佳。 * 適應力：具彈性、積極的工作態度，能因應新專案需求與流程變化。   招募流程 * 申請資格審核 – 電話面試 – 線上面試 – 錄取通知 * 招募流程實況可能因職缺而異，亦可能因為時程安排或其他原因變動 * 將透過應徵者在申請階段提供的電子郵件，告知面試時程和結果   注意事項 * 若所有職缺皆招募完成，本公告可能在所示截止日期前關閉 * 若應徵者在申請過程中提供假造資訊，酷澎有權收回錄取通知 * 酷澎不會歧視殘障人士或退伍軍人，對所有應徵者都提供平等的競爭機會

Customer Service Ticket Management Specialist

Coupang

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  We are looking for a CS Ticket Management Specialist to lead our service quality assurance efforts. Beyond standard monitoring, this role is responsible for architecting service efficiency through high-level ticket auditing and strategic oversight. You will drive operational excellence by diagnosing systemic bottlenecks, optimizing cross-functional workflows, and ensuring our front-line teams are empowered with sophisticated resources and professional mastery. The ideal candidate is an analytical problem-solver committed to elevating the standard of customer service excellence.  What You Will Do  1. Performance Governance & SLA Stewardship: Establish and oversee rigorous performance governance frameworks, conducting deep-dive audits to ensure consistent adherence to high-stakes Service Level Agreements (SLAs) and operational benchmarks. 2. Quality Assurance & Brand Integrity: Uphold brand integrity by validating the precision and professional caliber of service interactions, ensuring all front-line outputs reflect the company's excellence and technical authority. 3. Process Engineering & Operational Scalability: Leverage data analytics to diagnose systemic bottlenecks and engineer scalable workflows that maximize internal efficiency and accelerate seamless service delivery. 4. Knowledge Architecture & Skill Empowerment: Strategically optimize the internal knowledge base and provide actionable insights to ensure front-line teams are equipped with precise information and the expertise to resolve complex inquiries independently. 5. Risk Mitigation & Compliance Leadership: Mitigate organizational risk by leading the audit of high-sensitivity cases, enforcing strict compliance with internal policies while fostering a culture of accountability and service excellence.   Basic Qualifications   * Relevant Customer Service Experience: 2-3 years of experience in Customer Service or Support operations. * A deep understanding of front-line service dynamics and customer pain points is essential. * This role requires flexibility to work rotating shifts, including weekends (five days per week). Morning shift: 7:00 AM – 4:00 PM / Afternoon/Evening shift: 1:00 PM – 10:00 PM  Preferred Qualifications  * Experience in Quality Assurance (QA) *   Highly adaptive to fast-paced environments, with a proven ability to independently acquire new knowledge and skills. Recruitment Process and Others   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/

Manager, Quality Assurance (IPO)

Coupang

Position: IPO QA Manager  As the IP Operations QA Manager, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies.  Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform.  The responsibility of IP Operations team is as follows:  * IP Monitoring: Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers.  * Seller Gating: Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace.  * Appeals & Escalation: Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes.  * Intellectual Property Rights (IPR): Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust.  Key Responsibilities  * Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO 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 IPO 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 to identify trends, process bottlenecks, and opportunities for improvement.  * Cross-Functional Collaboration: Partner with the IP Operations 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.  Essential 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).