Sr. Manager, Quality Assurance (Sr. Andon Policy Manager)

Who you are

You have extensive experience in quality assurance management, particularly in developing and implementing policies that enhance product quality and customer satisfaction. Your background includes working with cross-functional teams to analyze product quality data and customer feedback, allowing you to propose effective policy improvements. You are skilled in utilizing data-driven approaches to identify issues and implement solutions that resonate with customer needs. Your communication skills enable you to collaborate effectively with various departments, ensuring that quality assurance processes are well-integrated into the overall business strategy.

You understand the importance of the Andon process in managing product returns and customer complaints. Your experience has equipped you with the ability to establish and enhance processes that not only address immediate issues but also contribute to long-term improvements in product quality. You are proactive in identifying potential challenges and are adept at developing strategies to mitigate them before they impact the customer experience.

Desirable

Experience in e-commerce or retail environments is a plus, as it provides you with insights into the unique challenges faced in these sectors. Familiarity with customer feedback mechanisms and quality assurance tools will further enhance your ability to succeed in this role. You are also open to learning new methodologies and technologies that can improve quality assurance practices.

What you'll do

In this role, you will manage and operate the Andon policies and processes that arise during the customer's purchase and usage experience. Your primary responsibility will be to establish and enhance processes related to Andon product policies, utilizing product quality data and Voice of Customer (VOC) analysis to identify and propose fundamental policy improvements. You will collaborate with cross-functional teams to analyze product quality and customer feedback, ensuring that the policies you implement are effective and aligned with customer expectations.

You will lead initiatives to improve the Andon process, focusing on identifying, reporting, and addressing issues related to product returns and customer complaints. Your role will involve planning and implementing new quality policies and processes, as well as managing their development and stabilization through effective communication with various departments. You will be responsible for ensuring that the quality assurance processes are not only efficient but also contribute to a positive customer experience.

What we offer

Coupang offers a dynamic work environment where you can make a significant impact on the customer experience. You will have the opportunity to work with a talented team dedicated to enhancing product quality and customer satisfaction. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to redefine the shopping experience in Taiwan and create a world where our customers wonder how they ever lived without Coupang.