Manager, Quality Assurance (IPO)

Taipei City - Taiwan

Monthly Salary: Not Disclosed

Posted on: 11 hours ago

Vacancies: 1 Vacancy

Job Summary

Position: IPO QA Manager

As theIP Operations QA Manager you willbe responsible forbuilding 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 decisionfrom seller gating to counterfeit detection and appeal reviewsisaccurate consistent and compliant with our global policies.

Your mission is to act as the second line of defense ensuring that our agentsmaintainthe highest standards of integrity while protecting customers and brand owners on our platform.

The responsibility of IP Operations teamisas follows:

IP Monitoring:Proactivelymonitorbrand listings to detect and remove counterfeit products ensuring a safe and consistent shopping experience for customers.
Seller Gating:Vet seller distribution channels through pre- and post-gating reviews to ensure only authorized and compliant listings enter the marketplace.
Appeals & Escalation:Conduct forensic reviews of seller appeals to verify the authenticity of supply chain documentation and accurately resolve suspected counterfeit disputes.
Intellectual Property Rights (IPR):Rapidly process and investigate external reports of IP infringement to mitigate legal risks andmaintainbrandownertrust.

Key Responsibilities

Quality Framework & Strategy:Develop implement andmaintaina comprehensive quality assurance framework for theIPOteam. This includes defining clear quality standards evaluation criteria and performance metrics that align with business goals.
Process Auditing & Evaluation:Conduct regular audits of theIPOprocess frominitialcomplaint intake to root cause analysis and resolution. Ensure all stages are executed correctly and in compliance with established policies and procedures.
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.
Data-Driven Analysis:Analyze quality metrics including defect rates resolution timestoidentifytrends process bottlenecks and opportunities for improvement.
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.

Essential Qualifications

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.
Proven experience in customer service technical support or e-commerce environment.
Strong knowledge of quality management principles methodologies (e.g. Six Sigma Lean) and auditing best practices.
Exceptional analytical skills with the ability to interpret data from various sources (e.g. customer feedback system logs) to draw meaningful conclusions.
Excellent leadership communication and interpersonal skills with the ability to influence and align diverse teams toward a common goal.
Experience with quality management software anda high levelofproficiencywith data analysis tools (e.g. Excel BI tools).

Preferred Qualifications

Bachelors degree in Business Communications ora relatedfield.
Experience working in a fast-paced high-volume environment.
Certification in Quality Management (e.g. Six Sigma Green/Black Belt CQE).
Familiarity with ticketing systems (e.g. Zendesk) and customer engagement platforms (e.g. Genesys).

Required Experience:

Manager

Position: IPO QA ManagerAs theIP Operations QA Manager you willbe responsible forbuilding 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 decisionfrom seller gating to counterfe...