[L4] Quality Assurance Specialist - Andon Operations Trainer

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 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?”

Team Introduction

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 Andon Operations Trainer 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.

Key Responsibilities:

• New Hire Onboarding & Foundational Training: 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.
• Curriculum Design & Material Development: 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.
• Policy Alignment & Up-training: 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.
• Performance Tracking & Observation Reporting: 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.
• Gap Identification & Continuous Improvement: 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.

Essential Qualifications:

• 3+ years of Experience: Experience as a trainer working for CS, E-commerce, BPO or tech company.
• Instructional Design Mastery: Proven ability to translate complex logic and technical policies into easy-to-understand training modules and assessment frameworks.
• Analytical Thinking: Ability to identify fundamental performance issues through data monitoring and observation, transforming those insights into effective training solutions.
• High-Impact Communication: Exceptional presentation and facilitation skills. Must be able to command a classroom (virtual or physical) and motivate diverse team members.
• Adaptability: Ability to thrive in a high-pressure, rapidly changing environment where policies may update weekly.

Preferred Qualifications:

• Language Proficiency: Fluency in English or Korean (written and verbal) is highly preferred to facilitate communication with global stakeholders and interpret regional policy nuances.
• Remote/Hybrid Expertise: Experience managing training and engagement within a remote or hybrid team setting.

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.