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 ensur