Sr. CS Learning & Development Specialist (Training)

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. We have recently launched our services in Taiwan including Rocket Delivery which offers next-day delivery for a wide selection of items at affordable prices and 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 we ever live without Coupang?” Position: Sr. CS Learning & Development Specialist (Training) We are seeking a Sr. CS Learning & Development Specialist to lead the strategic development and execution of training, quality assurance, and knowledge management programs across our customer service fuction.In this role, you will play a key part in shaping a high-performing service culture by identifying skill gaps, optimizing learning strategies, and using data to drive continuous improvement. You will collaborate closely with internal teams and OSP to ensure that our agents are equipped to deliver consistent, high-quality, and customer-centric support. The ideal candidate is a strong leader with proven experience in managing teams, building scalable QA frameworks, and leveraging insights to elevate the customer experience and service excellence. What will you do? - Training & Development 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 evaluate training effectiveness based on feedback and performance metrics. - Knowledge Management 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. - Quality Assurance 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. Essential Qualifications: 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). Skills: - Ability to manage multiple projects in a fast-paced environment. - Excellent leadership, communication, and problem-solving skills - Proficient in leveraging Excel to quantify performance trends and translate data insights into actionable items. Visualization tools (Power BI, Tableau) is a big plus. - Ability to independently and rapidly develop Excel dashboards to address urgent business needs and provide data-driven insights. - 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 collabora