Manager, Quality Assurance (IPO) at Coupang

Taipei, TaiwanFull-timeCustomer ServicePosted 10 days ago

About the Role

Position: IPO QA Manager  As the IP Operations QA Manager, you will be responsible for building and overseeing the quality governance framework for our Intellectual Property Operations (IPO) team. You will lead a dedicated team of QA specialists to ensure that every decision—from seller gating to counterfeit detection and appeal reviews—is accurate, consistent, and compliant with our global policies.  Your mission is to act as the "second line of defense," ensuring that our agents maintain the highest standards of integrity while protecting customers and brand owners on our platform.  The responsibility of IP Operations team is as follows:  <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">IP Monitoring: Proactively monitor brand listings to detect and remove counterfeit products, ensuring a safe and consistent shopping experience for customers. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Seller Gating: Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Appeals & Escalation: Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Intellectual Property Rights (IPR): Rapidly process and investigate external reports of IP infringement to mitigate legal risks and maintain brand owner trust. </li> </ul> Key Responsibilities  <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Quality Framework & Strategy: Develop, implement, and maintain a comprehensive quality assurance framework for the IPO team. This includes defining clear quality standards, evaluation criteria, and performance metrics that align with business goals. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Process Auditing & Evaluation: Conduct regular audits of the IPO process, from initial complaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Team Leadership & Development: Lead, mentor, and coach a team of Quality Assurance Specialists. Provide regular feedback, conduct calibration sessions, and develop training programs to enhance their analytical skills and knowledge of quality standards. </li> <li style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Data-Driven Analysis: Analyze quality metrics, including defect rates, resolution times to identify trends, process bottlenecks, and opportunities for improvement. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Cross-Functional Collaboration: Partner with the IP Operations Manager to provide insights that inform policy updates and process enhancements. Work with other cross-functional teams to share feedback and ensure a unified approach to quality. </li> </ul> Essential Qualifications  <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">A minimum 3-5 years of experience in a Quality Assurance or similar role, with at least 2 years in a management or team lead position. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Proven experience in customer service, technical support, or e-commerce environment. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Strong knowledge of quality management principles, methodologies (e.g., Six Sigma, Lean), and auditing best practices. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Exceptional analytical skills with the ability to interpret data from various sources (e.g., customer feedback, system logs) to draw meaningful conclusions. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Excellent leadership, communication, and interpersonal skills, with the ability to influence and align diverse teams toward a common goal. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Experience with quality management software and a high level of proficiency with data analysis tools (e.g., Excel, BI tools). </li> </ul> Preferred Qualifications  <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Bachelor's degree in Business, Communications, or a related field. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Experience working in a fast-paced, high-volume environment. </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Certification in Quality Management (e.g., Six Sigma Green/Black Belt, CQE). </li> <li lang="en-US" style="margin-top: 0; margin-bottom: 0; vertical-align: middle; color: black;">Familiarity with ticketing systems (e.g., Zendesk) and customer engagement platforms (e.g., Genesys). </li> </ul>

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