We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did I ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar commerce industry. We are one of the fastest-growing retail companies that established an unparalleled reputation for being a leading and reliable force in the commerce industry.

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 since our inception. At Coupang, every day is filled with the excitement of building, 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 challenge traditional tradeoffs. Join Coupang now to create an epic impact in this always-on, high-tech, and hyper-connected world.

Job Title: Quality Control Specialist

What will you do?
The Seller Performance Management Team plays a critical role in ensuring a positive customer experience by monitoring and managing key performance indicators of sellers, who are the backbone of e-commerce sales. Our team is responsible for identifying and addressing sellers who negatively impact customer satisfaction, adhering to Coupang’s service standards. We strive to foster an environment where sellers can improve their operations and align with our commitment to excellence. The Quality Control Associate will contribute to this mission by executing seller performance management processes, driving operational improvements, and supporting the implementation of new policies.

Responsibilities

• Manage seller performance in accordance with policy guidelines, including tasks related to sales suspension, reinstatement, and communication via guidance emails.
• Review and process seller appeals with thorough evaluation and accurate documentation.
• Keep monitoring and screening seller listings to ensure compliance with regulations and safety guidelines.
• Develop and execute operational plans from both customer and seller perspectives to enhance the overall experience.
• Draft and refine Standard Operating Procedures (SOPs) while proposing process improvements for operational efficiency.
• Propose and support the implementation of new policies aimed at enhancing seller management strategies.
• Conduct data analysis to identify trends and provide actionable insights for seller performance optimization.

Qualifications

• Minimum of 3 years of experience in a related department or company.
• Bachelor’s degree or above.
• Proficiency in MS Excel, MS Word, and PowerPoint.
• Strong attention to detail and a high sense of responsibility.
• Excellent verbal and written communication skills for effective cross-functional collaboration.
• Adaptability to handle diverse tasks in a dynamic environment.
• Strong problem-solving skills with a proactive approach to improvement.
• English proficiency is required; fluency in Korean is a great plus.

Preferred Qualifications

• Proficiency in SQL for data analysis and reporting.
• In-depth understanding of e-commerce and online shopping services.

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.

Things to Consider:

• 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.