💼 Full-Time Position

Customer Service - Quality Assurance

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ZALORA SOUTH EAST ASIA PTE LTD
📍 Muntinlupa, Metro Manila, Philippines
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Location
Muntinlupa, Philippines
📅
Posted
June 19, 2026
⏰
Type
Full-Time
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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.

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...