CS Learning & Development Specialist

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 Overseas” 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?”

Position: CS Learning & Development Specialist

Position Overview
We are looking for a CS Learning & Development Specialist. This role will be responsible for 
developing training programs, monitoring service quality, and optimizing the knowledge base to ensure customer service teams are equipped with the necessary skills and resources. The ideal candidate is proactive, detail-oriented, and committed to driving continuous improvement in customer service excellence.

Key Responsibilities

- Training & Development 
Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher trainings, and skill enhancement workshops. 
Develop and maintain training materials such as manuals, e-learning modules, and interactive learning content to ensure relevance and effectiveness. 
Work with stakeholders to identify training needs, customize learning solutions, and assess training effectiveness through feedback and performance analysis. 

 
- Knowledge Management 
Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and alignment with process updates, policy changes, and product launches. 
Enhance structure, searchability, and usability of the knowledge base to boost agent productivity and reduce resolution time. 
Gather insights from agents and stakeholders to refine content and implement enhancements based on user needs. 

 
- Quality Assurance 
Implement quality monitoring processes, conduct audits across multiple customer interaction channels (call, email, chat), and ensure adherence to service standards. 
Analyze QA data to identify service quality, CSAT and areas for improvement, providing targeted feedback and coaching to OSP. 
Organize calibration sessions with QA teams and OSP to maintain consistent evaluation standards, working closely with operations to develop performance improvement strategies. 

Qualifications & Requirements
- Experience: 
At least 3 years of experience in Training, Quality Assurance, or Knowledge Management.
Experience in an E-commerce or BPO customer service environment.
Familiarity with ticketing systems (e.g. Zendesk).

- Skills:
Ability to manage multiple projects in a fast-paced environment.
Excellent communication and collaboration skills.
Strong problem-solving abilities and critical thinking.
Ability to analyze performance data and develop actionable insights.

- Education: 
Bachelor's degree in business, education, communications, or languages field.

- Work Schedule:
This role follows a 365-day rotational schedule, with standard working hours of 9:00 AM to 6:00 PM, including weekends and public holidays on a rotational basis, subject to adjustment based on operational workflow.