[쿠팡] CX Audit QA Program manager

Company Introduction

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we are collectively disrupting the multi-billion-dollar commerce industry from the ground up and establishing an unparalleled reputation for being leading and reliable force in South Korean commerce.

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been at since our inception. We are all entrepreneurial surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world.

Team Description :

The QA Manager will lead the development and implementation of QA frameworks, conduct regular audits, and generate performance reports. The QA Manager will provide leadership and mentorship to the QA team, fostering continuous improvement. The role involves analyzing errors, refining SOPs, and collaborating with cross-functional teams to enhance accuracy and efficiency. Additionally, the QA Manager will develop KPIs, lead training sessions, and support programs to improve audit quality and operational performance. They will also design and execute experiments to validate process improvements.

What You Will Do

1.Quality Assurance (QA) Oversight :

• Develop and implement QA frameworks to measure the accuracy and effectiveness of CX Audit operations.
• Conduct regular QAs and create detailed reports on auditor performance, identifying trends and key improvement areas.

2.Team management:

• Provide leadership, guidance, and mentorship to a team of QAs, fostering a culture of excellence and continuous improvement.
• Monitor and evaluate the performance of QAs, ensuring that audit processes are consistent, effective, and meeting set targets.

3.Continuous Improvement :

• Analyze auditor errors to identify root causes, including SOP inconsistencies, tooling gaps or training deficiencies.
• Collaborate with cross-functional teams to design and implement solutions that improve accuracy or efficiency.
• Monitor and refine SOPs to ensure clarity and alignment with best practices.

4. Performance Management :

• Develop key performance indicators (KPIs) and dashboards to track auditor accuracy.
• Lead training sessions and workshops to upskill auditors and install a culture of continuous improvement.
• Provide actionable feedback and coaching to team leaders.

5. Project Management:

• Support programs to improve audit quality, operational performance, and initiate new tasks to enhance customer satisfaction and streamline workflows.

6. Validated Learning and Testing:

• Design and execute experiments to test process improvements, tooling changes, and SOP updates
• Leverage data from tests to validate hypotheses and ensure measurable outcomes for all improvement initiatives.

Essential Qualifications:

• Bachelor’s degree and 6+ years of experience in Program (or Project) Management
• Minimum of 3 years of experience in team management
• Strong analytical skills with experience in root cause analysis, data-driven decision-making, and reporting.
• Excellent project management skills, including the ability to prioritize tasks and meet deadlines in a fast-paced environment.
• Strong interpersonal and communication skills to collaborate effectively with diverse teams.
• Proficiency in tools like Excel, SQL, Tableau or similar data analysis and visualization tools.
• Proficient English and Korean skill.

Preferred Qualifications:

• Bachelor’s degree in business, Information Systems, or a related field.
• Experience in an audit or quality assurance role
• Demonstrated expertise in e-commerce, or a similar domain

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

• The employment type is full-time job and the probationary period is 12 weeks.
• 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.

Privacy Notice

• Your personal information will be collected and managed by Coupang as stated in the Application Privacy Notice is located below. https://privacy.coupang.com/en/land/jobs/

Document Return Policy

• This notification is given pursuant to Article 11 (6) of the Fair Hiring Procedure Act.
• A job applicant, who has applied but not been finally selected for a position at Coupang (the “Company”), may request the Company to return his/her hiring documents submitted pursuant to the Fair Hiring Procedure Act. However, this will not apply where the hiring documents were submitted via the website of the Company or e-mail, or where the job applicant submitted those documents voluntarily without a request from the Company. In addition, if the hiring documents were destroyed due to a natural disaster or any other reasons not attributable to the Company, such documents will be deemed to have been returned to the job applicant.
• A job applicant who wishes to request the return of his/her hiring documents pursuant to the main sentence of paragraph 2 above should fill out a “Request for Return of Hiring Documents” [Annex Form No. 3 in the Enforcement Rule of the Fair Hiring Procedure Act] and submit It by email (recruitingops@coupang.com). In such case, within fourteen (14) days from the date of identifying the receipt of the request, the Company will send the hiring documents to the job applicant’s designated address via registered mail. Please be informed that the job applicant is required to pay the postage on the registered mail.
• In preparation for a job applicant’s request for the return of hiring documents pursuant to the main sentence of paragraph 2 above, the Company shall retain the original hiring documents submitted by the job applicant for 180 days from the completion of the recruiting process. If no request is made until the end of this period, all his/her hiring documents will be destroyed immediately in accordance with the Personal Information Protection Act.
• Hiring may be restricted in case the legal qualifications required for hiring and work

Equal Opportunities for All

Coupang is an equal opportunity employer. Our unprecedented success could not be possible without the valuable inputs of our globally diverse team.

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