酷澎
CS Learning & Development Associate (Quality Assurance)
CS Learning & Development Associate (Quality Assurance)
发布于 大约 23 小时前普通员工/个人贡献者
Taipei, Taiwan
初级经验
全职员工
仅现场办公
本科
人力资源与培训
Customer Service
Zendesk
AI 估算 · 10k–15k
国际电商巨头在台职位，初级岗位，月薪约NT$45,000-67,500，折合人民币10,000-15,000，含年终奖金通常为13薪。
职位详情
关于这个职位
This role is responsible for developing training programs, monitoring service quality, and optimizing the knowledge base to ensure customer service teams have the necessary skills and resources. The associate will work closely with operations and QA teams to drive continuous improvement in customer service excellence.
最低要求
At least 1~3 years of experience in Training, Quality Assurance, or Knowledge Management.
Experience in an E-commerce or BPO customer service environment.
Familiarity with ticketing systems (e.g. Zendesk).
Ability to manage multiple projects in a fast-paced environment.
Excellent communication and collaboration skills.
Strong problem-solving abilities and critical thinking.
Proficient in Excel for basic data analysis and capable of identifying performance trends.
Bachelor's degree in business, education, communications, or languages field.
工作职责
Quality Assurance: Implement quality monitoring processes, conduct audits across multiple customer interaction channels (call, email, chat), and ensure adherence to service standards. Analyze QA data to identify service quality, CSAT and areas for improvement, providing targeted feedback and coaching to OSP. Organize calibration sessions with QA teams and OSP to maintain consistent evaluation standards, working closely with operations to develop performance improvement strategies.
Training & Development: Design and deliver comprehensive training programs for new hires and existing agents, including onboarding, refresher trainings, and skill enhancement workshops. Develop and maintain training materials such as manuals, e-learning modules, and interactive learning content. Work with stakeholders to identify training needs, customize learning solutions, and assess training effectiveness.
Knowledge Management: Manage and update the Knowledge Management (KM) system to ensure accuracy, relevance, and alignment with process updates, policy changes, and product launches. Enhance structure, searchability, and usability of the knowledge base. Gather insights from agents and stakeholders to refine content and implement enhancements.
AI 洞察
优缺点分析
优点
- Work for a global e-commerce leader with a strong brand and growth trajectory in Taiwan.
- Gain cross-functional experience in QA, training, and knowledge management.
- Opportunity to influence customer service quality and agent performance directly.
- Exposure to international best practices and a dynamic work environment.
- Rotational schedule including weekends and public holidays, which may impact work-life balance.
- Fast-paced environment requiring management of multiple projects simultaneously.
- Need to adapt quickly to changes in processes, policies, and product launches.
- This role is ideal for a proactive, detail-oriented professional with 1-3 years of experience in training or quality assurance, who thrives in a dynamic environment and is passionate about improving customer service quality.
缺点 / 挑战
暂无明显挑战项
角色解读
- Advance to Senior Learning & Development Specialist or Quality Assurance Manager.
- Transition into operations management or customer service leadership.
- Specialize in instructional design or knowledge management systems.
- Monitor customer service interactions across calls, emails, and chat to ensure quality standards are met.
- Analyze QA data to identify trends, provide feedback, and coach agents to improve performance.
- Design and deliver training programs for new hires and existing agents, including onboarding and refresher courses.
- Maintain and optimize the knowledge management system to ensure agents have accurate and accessible information.
- Proficiency in quality assurance methodologies and monitoring tools.
- Experience with training design and delivery, including e-learning content creation.
- Strong analytical skills with Excel for data analysis and trend identification.
- Excellent communication and collaboration skills to work with cross-functional teams.
申请策略
- Tailor your cover letter to show passion for customer service excellence and continuous improvement.
- Research Coupang's recent expansion in Taiwan and mention it in your application to demonstrate interest.
- Emphasize experience in quality assurance, training development, and knowledge management.
- Quantify achievements such as improved CSAT scores, reduced resolution time, or training completion rates.
- Highlight proficiency with ticketing systems (e.g., Zendesk) and Excel for data analysis.
- Demonstrate ability to work in a fast-paced, cross-functional environment.
- Brush up on instructional design principles and e-learning authoring tools (e.g., Articulate, Captivate).
- Learn basic data visualization tools (e.g., Tableau) to enhance reporting capabilities.
面试指南
- Use the STAR method (Situation, Task, Action, Result) to structure your responses.
- Focus on data-driven decision-making and collaboration with stakeholders.
- Show adaptability by giving examples of handling multiple projects or changing priorities.
- How would you design a training program for new customer service agents?
- Describe a time you used QA data to improve service quality. What was the outcome?
- How do you handle feedback from agents who are resistant to coaching?
- Explain how you would organize calibration sessions to ensure consistency across QA teams.
- What metrics would you use to measure the effectiveness of a training program?
匹配度报告
61
综合匹配度
Global e-commerce QA & training role with good development opportunities but demanding schedule.
适合人群
This role is best suited for candidates who prioritize skill growth and career development over work-life balance, and who are comfortable with a rotating schedule.
最强匹配
成长发展匹配
最弱匹配
工作生活匹配
薪资福利65
成长发展75
工作生活45
使命价值60
薪资福利匹配
65中等
The salary estimation is competitive for the role in Taipei, but the 365-day rotational schedule (including weekends) may deter some candidates seeking stable hours. Benefits are not detailed in the JD.
薪资信号未披露（AI估算：10K-15K/月）
成长发展匹配
75中等
The role offers significant skill development in QA, training, and knowledge management, with exposure to a global e-commerce environment. However, career progression is not explicitly mentioned.
技术前沿主流现代技术
技术栈Zendesk、Excel、Data Analysis
业务类型ambiguous
工作生活匹配
45较低
The job requires a 365-day rotational schedule including weekends and public holidays, which significantly impacts work-life balance. No remote work option is mentioned.
工作模式仅现场办公
办公地点未明确
加班情况明确要求弹性/高强度
使命价值匹配
60中等
Coupang's mission to wow customers provides a sense of purpose, and the role contributes directly to customer service excellence. However, the impact is operational rather than societal.
行业发展高速增长赛道
社会影响中性/一般
使命信号wowing each customer
创新程度积极采用新技术
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