[L4] Quality Assurance Specialist - Andon Operations Trainer

<p></p> <div style="border-width: 100%;"> <div style="margin-top: 0in; margin-left: 0in; width: 6.2687in;"> <div style="margin-top: 0in; margin-left: 0in; width: 6.2687in;"> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Company Introduction</span> &nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">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.&nbsp;&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">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.&nbsp;&nbsp;&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">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?”&nbsp;</p> <p style="margin-top: 12pt; margin-bottom: 12pt; font-family: Arial; font-size: 13.0pt; color: black;">&nbsp;</p> <p style="margin-top: 12pt; margin-bottom: 12pt; font-family: Arial; font-size: 13.0pt; color: black;"><span style="font-weight: bold;">Team Introduction</span></p> <p style="margin-top: 12pt; margin-bottom: 12pt; font-family: Arial; font-size: 11.0pt; color: black;">The Andon Operations team is the frontline of quality defense at Coupang, empowered to halt sales of defective products to protect the customer experience. The <span style="font-weight: bold;">Andon Operations Trainer</span> is the "Knowledge Architect" of this mission. This role ensures that every team member—from new hires to senior operators—possesses the sharp judgment, technical knowledge, and policy expertise required to make high-stakes decisions in a fast-paced e-commerce environment.</p> <p style="margin-top: 14pt; margin-bottom: 4pt; font-family: Arial; font-size: 13.0pt; color: black;"><span style="font-weight: bold;">Key Responsibilities:</span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">New Hire Onboarding &amp; Foundational Training:</span><span style="font-family: Arial; font-size: 11.0pt;"> Design and execute comprehensive onboarding programs for new team members. Ensure all recruits achieve full proficiency in Andon core processes, product quality standards, and company policy frameworks before entering live operations.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Curriculum Design &amp; Material Development:</span><span style="font-family: Arial; font-size: 11.0pt;"> Independently develop structured training curricula, including SOP manuals, case studies, multimedia learning tools, and visual aids. Create robust assessment tools (quizzes, simulations) to objectively evaluate trainee performance.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Policy Alignment &amp; Up-training:</span><span style="font-family: Arial; font-size: 11.0pt;"> Act as the bridge between strategy and execution. Closely monitor updates from the Policy and Management teams to ensure training materials are 100% aligned with the latest process changes. Conduct rapid "Up-training" sessions for the entire team when policies shift.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Performance Tracking &amp; Observation Reporting:</span><span style="font-family: Arial; font-size: 11.0pt;"> Maintain detailed performance logs and observation reports for all trainees. Use qualitative feedback and quantitative data to identify learning curves and provide actionable insights to Operations Managers regarding agent readiness.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Gap Identification &amp; Continuous Improvement:</span><span style="font-family: Arial; font-size: 11.0pt;"> Proactively audit team performance to identify recurring errors or knowledge gaps. Develop targeted intervention strategies and refresher training to optimize the quality and speed of Andon investigations.</span></li> </ul> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin-top: 14pt; margin-bottom: 4pt; font-family: Arial; font-size: 13.0pt; color: black;"><span style="font-weight: bold;">Essential Qualifications:</span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">3+ years of Experience: </span><span style="font-family: Arial; font-size: 11.0pt;">Experience as a trainer working for CS, E-commerce, BPO or tech company.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Instructional Design Mastery:</span><span style="font-family: Arial; font-size: 11.0pt;"> Proven ability to translate complex logic and technical policies into easy-to-understand training modules and assessment frameworks.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Analytical Thinking:</span><span style="font-family: Arial; font-size: 11.0pt;"> Ability to identify fundamental performance issues through data monitoring and observation, transforming those insights into effective training solutions.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">High-Impact Communication:</span><span style="font-family: Arial; font-size: 11.0pt;"> Exceptional presentation and facilitation skills. Must be able to command a classroom (virtual or physical) and motivate diverse team members.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Adaptability:</span><span style="font-family: Arial; font-size: 11.0pt;"> Ability to thrive in a high-pressure, rapidly changing environment where policies may update weekly.</span></li> </ul> <p style="margin-top: 14pt; margin-bottom: 4pt; font-family: Arial; font-size: 13.0pt; color: black;"><span style="font-weight: bold;">Preferred Qualifications:</span></p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Language Proficiency:</span><span style="font-family: Arial; font-size: 11.0pt;"> Fluency in </span><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">English or Korean</span><span style="font-family: Arial; font-size: 11.0pt;"> (written and verbal) is highly preferred to facilitate communication with global stakeholders and interpret regional policy nuances.</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;"><span style="font-weight: bold; font-family: Arial; font-size: 11.0pt;">Remote/Hybrid Expertise:</span><span style="font-family: Arial; font-size: 11.0pt;"> Experience managing training and engagement within a remote or hybrid team setting.</span></li> </ul> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Recruitment Process and Others&nbsp;</span>&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Recruitment Process&nbsp;</span>&nbsp;</p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Application Review - Phone Interview - Onsite (or Virtual Onsite) Interview – Offer&nbsp;</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">The exact nature of the recruitment process may vary according to the specific job and may be changed due to scheduling or other circumstances.&nbsp;</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Interview schedules and the results will be informed to the applicant via the e-mail address submitted at the application stage.&nbsp;</span></li> </ul> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;">&nbsp;</p> <p style="margin: 0in; font-family: Calibri; font-size: 11.0pt;"><span style="font-weight: bold;">Details to Consider</span>&nbsp;</p> <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">This job posting may be closed prior to the stated end date for application if all openings are filled.&nbsp;</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">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.&nbsp;</span></li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle;"><span style="font-family: Calibri; font-size: 11.0pt;">Those eligible for employment protection (recipients of veteran’s benefits, the disabled, etc.) may receive preferential treatment for employment in accordance with applicable laws.&nbsp;</span></li> </ul> </div> </div> </div>