Assistant Quality Assurance Manager

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 : Assistant Manager, Quality Assurance (Andon Operations)

Job Overview:

• The
  Assistant Manager, Quality Assurance
  manages and operates the Andon policies/processes that arise during the customer's purchase and usage process. The Andon process involves identifying, reporting, and addressing issues related to products that are returned or complained about by customers. To provide a product experience that impresses customers, they plan and implement new Andon quality policies/processes and manage their development and stabilization through communication with various related departments.

What will you do:

• Real-Time Incident Handling and Reporting
• Monitor the Andon system and respond promptly to abnormal events
• Assist team members in troubleshooting and report issues to relevant departments
• Team Management and Shift Scheduling
• Guide and support shift team members to ensure proper staffing and operational efficiency
• Execute daily handovers and manage shift schedules
• Cross-Department Communication and Coordination
• Collaborate with departments such as Merchandising, Engineering, Customer Service, and Warehouse to resolve issues and improve processes
• Track issue resolution progress and report outcomes
• System Operation and Record Maintenance
• Use Zendesk or other systems to log and track incidents
• Compile incident reports and statistical data
• Process Optimization and Improvement Suggestions
• Analyze root causes of incidents and propose improvement plans
• Support SOP optimization and standardized workflow implementation
• Knowledge Sharing
• Help new team members and share handling experience and techniques
• Develop FAQs and procedural guides

*This role is based on a shift rotation system.

Essential Qualification - Must:

• Experience in customer service support is a plus
• Familiarity with quality control systems or real-time incident handling processes
• Strong communication and coordination skills
• Willingness to work in shifts and a high sense of responsibility
• Proficiency in Excel, Zendesk, or other ticketing systems

Essential Qualification - Preferred:

• Experience in team management or shift supervisor roles
• Familiarity with quality management, process improvement, or Lean/Six Sigma concepts
• Proven experience in cross-functional collaboration
• Ability to communicate effectively in both written and spoken Chinese and English

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.

Things 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.
• Coupang does not discriminate against disabled applicants or those with veteran status. We are proud to offer equal opportunities for all applicants.