Customer Service - Quality Assurance

ZALORA SOUTH EAST ASIA PTE LTD · Muntinlupa, Metro Manila, Philippines

Location

Muntinlupa

Job Type

Full-time

Posted

July 02, 2026

Job Description

Associate Manager - Customer Service Quality & Training Key responsibilities ● Quality Monitoring: Listen to and review chats and emails to assess agent adherence to scripts, procedures, tone, accuracy and compliance.
● Scorecard Management: Use and maintain QA scorecards and evaluation frameworks; ensure consistent application across the team.
● Reporting & Insights: Produce QA reports and dashboards showing quality trends, common issues and performance against KPIs.
● Coaching Support: Provide constructive feedback to team leaders and deliver targeted coaching sessions and workshops.
● Process Improvement: Identify recurring root causes and recommend changes to scripts, knowledge base, training or workflows.
● Calibration: Adhere to regular calibration sessions with managers to align scoring and expectations.
● Quality Support for inbound agents: Assisting the inbound operations compl...
        

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