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酷澎
Sr. CS Learning & Development Specialist (Training)
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Sr. CS Learning & Development Specialist (Training)

发布于 大约 2 个月前

中层管理(经理/总监)

Taipei, Taiwan
高级经验
全职员工
仅现场办公
本科
人力资源与培训
Leadership
Zendesk
Power BI

AI 估算 · 25k–40k

Senior role in a leading e-commerce company with specialized skills in training and quality assurance, competitive market positi

职位详情

关于这个职位

This role involves leading the design and execution of training, quality assurance, and knowledge management programs for customer service teams at Coupang Taiwan. You will identify skill gaps, develop learning strategies, and use data to drive continuous improvement. The position requires managing teams and collaborating with internal stakeholders and outsourced service providers to ensure high-quality customer support.

最低要求

Essential Qualifications:

Minimum 5 years of experience in Learning & Development, Quality Assurance, or Knowledge Management, with at least 2 years in a managerial or strategic leadership role.
Proven 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 leadership, communication, and problem-solving skills.
Proficient in leveraging Excel to quantify performance trends and translate data insights into actionable items.
Ability to independently and rapidly develop Excel dashboards to address urgent business needs and provide data-driven insights.
Analytical mindset with practical experience in using data to drive decisions, track KPIs, and measure learning or quality impact.
Solid project management skills, with the ability to lead cross-functional initiatives and collaborate with internal and external stakeholders.
Bachelor's degree in business, education, communications, or languages field.

工作职责

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 ensure consistent evaluation standards, working closely with operations to drive performance improvement initiatives.

优先资格

Visualization tools (Power BI, Tableau) is a big plus.

AI 洞察

优缺点分析

优点

  • Opportunity to work for a fast-growing global e-commerce giant with a strong brand.
  • Lead impactful training and quality programs that directly affect customer satisfaction.
  • Exposure to multiple domains (training, QA, knowledge management) enhancing skill versatility.
  • Rotational schedule including weekends and public holidays may affect work-life balance.
  • High expectations to drive continuous improvement in a fast-paced environment.
  • Managing external OSP teams requires strong coordination and conflict resolution skills.
  • This role is ideal for experienced L&D professionals who thrive in dynamic settings and are passionate about elevating customer service through data-driven training strategies.

缺点 / 挑战

暂无明显挑战项

角色解读

  • Progress to Senior Manager or Director of Learning & Development within the company.
  • Transition into broader HR or operations leadership roles due to cross-functional exposure.
  • Specialize in advanced training technologies or become a strategic consultant for customer experience.
  • Design and deliver comprehensive training programs for new hires and existing agents, including onboarding and refresher courses.
  • Manage the Knowledge Management system, ensuring accuracy and usability to improve agent efficiency.
  • Develop and execute quality assurance strategies, analyze data to identify trends, and provide coaching to improve service quality.
  • Strong leadership and communication skills to manage teams and collaborate with stakeholders.
  • Proficiency in Excel for data analysis and dashboard creation
  • familiarity with Power BI or Tableau is a plus.
  • Experience with ticketing systems like Zendesk and knowledge management tools.
  • Solid project management skills to lead cross-functional initiatives.

申请策略

  • Tailor your application to demonstrate understanding of Coupang's rapid growth and customer-centric culture.
  • Be prepared to discuss how you would balance multiple projects and adapt to rotational shift work.
  • Emphasize at least 5 years of L&D/QA/KM experience with 2+ years in a managerial capacity.
  • Showcase specific examples of training programs you designed and their impact on performance metrics.
  • Highlight proficiency in Excel and data analytics, mentioning any dashboards built.
  • Include experience with e-commerce or BPO customer service environments.
  • Familiarize yourself with Power BI or Tableau if not already proficient.
  • Brush up on knowledge management best practices and tools like Zendesk.

面试指南

  • Use the STAR method (Situation, Task, Action, Result) to structure responses.
  • Focus on quantifiable outcomes and demonstrate strategic thinking.
  • Show flexibility and understanding of the operational demands with a positive attitude.
  • How would you design a training program for new hires to reduce ramp-up time by 20%?
  • Describe a time you used data to identify a quality issue and implement an improvement.
  • How do you manage resistance to new training methods from seasoned agents?
  • Can you walk through your experience with knowledge management systems and what metrics you used to measure their effectiveness?
  • This role involves rotational shifts

职位点评

58
综合评分

Senior L&D role at a leading e-commerce company with competitive pay and growth potential, but demanding rotational shifts.

从薪资福利、成长空间、工作节奏和岗位方向综合评估，方便横向比较。

更适合这类人
This role is best for compensation-driven and purpose-driven candidates who can accept demanding schedules for a senior role at a top e-commerce company.
表现最好
薪资福利
相对薄弱
工作生活
薪资福利70
成长发展60
工作生活30
使命价值70

薪资福利

70中等

Salary is not disclosed but due to Coupang's strong market position and the seniority of the role, compensation is likely competitive. No specific benefits mentioned in the JD.

薪资信号未披露（AI估算：25K-40K/月）

成长发展

60中等

The role offers exposure to training, QA, and knowledge management, but no explicit growth paths or training programs mentioned. The company is innovative in e-commerce, but the role itself is not on the technology frontier.

技术前沿非技术岗（不适用）
业务类型ambiguous

工作生活

30较低

The role requires a rotating schedule covering weekends and holidays, which significantly impacts work-life balance. No remote work option mentioned.

工作模式仅现场办公
办公地点市区核心地段
加班情况明确要求弹性/高强度

使命价值

70中等

E-commerce is a high-growth industry, and the role contributes to improving customer experience, which has positive social impact. The company is innovative in its operations.

行业发展高速增长赛道
社会影响中性/一般
创新程度积极采用新技术

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