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Customer Service - Quality Assurance

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ZALORA SOUTH EAST ASIA PTE LTD
📍 Muntinlupa, Philippines
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Location Muntinlupa
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Posted June 23, 2026
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Commute Local Area
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Local Opportunity Near You!

This job is in your area. Enjoy a short commute and work close to home.

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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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    📍 Location Details

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    City
    Muntinlupa
    🗺️
    Country
    Philippines
    🚗
    Commute
    Local Area

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