It’s a pleasure to meet you, Lion. Please give us a brief introduction of yourself and your team.
Hello, I am Lion, a Senior Manager of ICQA (Inventory Control Quality Assurance) in CFS (Coupang Fulfillment Services). I joined Coupang in April 2018 and I am now in my seventh year with the company. One of my hats involves being the ICQA team leader for the CFS Gyeonggi region. I oversee all Fulfillment Centers (FCs) within the region, manage the organizational structure and KPI reviews of each FC, and guide the FCs in the right direction.
What did you do before joining CFS and what made you decide on the transfer?
Before CFS, I was part of a materials management team. The work was repetitive in nature and eventually had me question what it had to offer for my personal growth.
As a regular Coupang user, I came across a job posting and decided to apply. I remember having a good impression of the interview. The interviewers introduced themselves using their English nicknames, which made the interview lighthearted and enjoyable. I liked how Coupang was taking a step away from the vertical hierarchical structure and felt that I could grow hand in hand with Coupang.
Tell us a bit about ICQA. What role does it play in the FC?
In football terms, ICQA is the playmaker. Just as playmakers rove the entire field and contribute to the overall game, ICQA also makes adjustments here and there for the benefit of the center’s overall operations.
We at ICQA have an overarching understanding of all Operations-related tasks to analyze flaws and enhance quality. We manage all CFS inventory and quality-related matters and mainly have a hand in improving processes for quality enhancement through Process Audits.
What distinguishes ICQA from processes such as Inbound (IB), Outbound (OB), and Hub?
IB, OB, and Hub each play their role in the delivery of products to the customer through the stowing, picking, and shipment of the goods. On the other hand, ICQA’s job is to ensure quality and prevent issues in the process. As for ICQA Managers, we monitor all process-related indicators, inspect compliance with the SOP, identify sources of issues, and ensure the organization is headed in the right direction.
What are some capabilities and experiences needed for a member of the ICQA team?
One of our core missions is to ensure the timely delivery of ordered products to the agreed place in excellent condition.
To deliver on this promise, we are constantly studying, analyzing, and improving the process. As such, it’s important for ICQA team members to be able to handle and analyze different forms of data and have the capacity to dive deep to resolve the root cause of issues.
In addition, they would need to be proactive, instead of simply following orders, and be able to communicate effectively with the relevant departments. ICQA Managers, in particular, are often responsible for managing teams ranging from a few dozen to several hundred people, which means they need to have strong leadership skills and experience managing people with different personalities.
Why would an ICQA Manager need proficiency in handling data (or SQL)? How is the skill used?
Our FCs are generally large in scale, and more often than not, they handle and ship massive quantities of products. There is a limit to how much you can determine on-site. That’s why we rely on data to analyze root causes, monitor operations, and drive improvements. Knowing how to use SQL is not a must, but it could greatly boost work efficiency.
What kind of work experience do you think would be a good fit for members of the ICQA team?
It would help to have a strong understanding of logistics, hands-on experience in the field, and a background in establishing logistics processes. If the candidates don’t have any logistics-related experience, those with backgrounds in production or quality management, or those who majored in Business Analysis (BA), are also welcomed based on recent trends.
What would be the future career path for an ICQA manager?
As ICQA managers work closely with various departments, a wide range of opportunities are open across the logistics field.
If you can take on ICQA duties, you will be able to handle anything other teams, such as SCM, Instock, Andon, QC, Ops, and more have to throw at you.
Do you have any messages for future applicants interested in the ICQA manager role?
A common misconception is that ICQA tasks are limited to inventory management and counting.
ICQA is a team with a hand in all improvements and analyses for the sake of providing amazing customer experiences and enhancing the quality of products delivered by Coupang. If you are thinking of applying, my advice is to have a strong understanding of ICQA and the tasks we perform and link that knowledge to your personal experience when preparing for the interview.
At Coupang, we welcome everyone who is passionate about gaining diverse experiences and growing as a logistics expert to apply to our team.
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