Customer Service Manager
ZALORA
Posted
last week
Muntinlupa City, National Capital Region, Philippines
Onsite
PHP 50K
Mid Level
Full Time
Sema Summary
The Associate Manager oversees customer service quality and training at ZALORA. This role focuses on monitoring agent performance and enhancing training programs.
About Company
ZALORA Group is a leading online fashion and lifestyle destination in Asia, part of Global Fashion Group, offering a variety of products from local and international brands.
Core Requirements
- Degree or equivalent qualification
- 5+ years in QA or training
- Experience in contact center operations
- Professional certifications in quality management
- Knowledge of regulated industries
Responsibilities
- Monitor chats and emails for quality assurance
- Maintain QA scorecards and evaluation frameworks
- Produce QA reports and dashboards
- Provide feedback and coaching to team leaders
- Identify process improvement opportunities
- Conduct regular calibration sessions
- Design and maintain training programs
Must Have skills
Job Keywords
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