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 complex
escalation & customer disputes.
● Training & Curriculum Design: Design, develop and maintain onboarding and ongoing
learning programmes (classroom, e-learning, microlearning) targeted at quality gaps and
new product/process rollouts.
● Insights & Reporting: Produce senior-level dashboards and monthly quality reports with
root-cause analysis, trend identification and clear recommendations for product,
process and knowledge updates.
● Change Enablement: Work closely with Inbound Operations, Product and Risk to
implement corrective actions (script updates, knowledge base improvements, process
redesign) and validate outcomes.
● Project Support: Act as QA/training subject matter expert for new platform
deployments, campaign launches and cross-functional projects.
● Ad-hoc Projects: Support projects (new product rollouts, campaign launches, inbound
operations ) with QA input and readiness checks.
Required qualifications & experience
● Education: Degree or equivalent qualification preferred. Professional certifications in
quality management, training, coaching or contact centre operations are an advantage.
● Experience: 5+ years in QA, contact centre operations or learning & development with at
least 2 years in a senior or lead QA/training role. Proven track record improving quality
metrics and driving training initiatives.
● Industry knowledge: Experience in regulated industries (financial services, telco, e-commerce)
is desirable where compliance training is critical.
The ZALORA Story
ZALORA Group is Asia Pacific’s leading group of online fashion destinations. Founded in 2012, the company has a presence in Singapore, Indonesia, Malaysia and Brunei, the Philippines and Hong Kong. ZALORA is part of Global Fashion Group, the world's leader in online fashion for emerging markets. ZALORA Group’s localized sites offer an extensive collection of top international and local brands and products across apparel, shoes, accessories, and beauty categories for men and women. Offering up to 30-day free returns, speedy deliveries as fast as 3 hours in some markets, free delivery over a certain spend, and multiple payment methods including cash-on-delivery, ZALORA Group is the online shopping destination with endless fashion possibilities.
ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means, unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by Zalora or Global Fashion Group.