Quality Development Manager – Deposits, Telesales L&D

Role Overview

• Review the current quality control processes across Deposits&Telesales and identify gaps, risks, and improvement opportunities.
• Design a transparent and scalable quality assessment framework: what we check, how we check it, how often, by whom, and with which criteria.
• Define evaluation logic for different cohorts of cases and customer interactions.
• Improve manual evaluation processes, evaluation sheets, calibration logic, and consistency of assessment.
• Establish a clear quality governance model together with L&D, business stakeholders, and manual quality reviewers.
• Develop and maintain a quality metrics framework for Deposits&Telesales.
• Work with both qualitative and quantitative quality metrics, ensuring they are clear, consistent, and connected to business and operational outcomes.
• Connect quality data with broader service, sales, operational, and L&D priorities.
• Work with dashboards and reporting to make quality results clear, reliable, and actionable.
• Improve the current AI-assisted quality check setup, with the long-term goal of making chat evaluation more scalable and useful.
• Identify opportunities for optimization, automation, and digitalization of quality control processes.
• Work closely with L&D and methodology teams to define what should be checked and improved.
• Own the logic of how quality checks should be structured, conducted, calibrated, and interpreted.
• Translate quality findings into L&D actions: training needs, coaching priorities, methodology updates, and performance improvement initiatives.
• Align quality standards with business owners from Deposits&Telesales.
• Ensure quality insights are understandable and useful for Operations, Business, L&D, and Product stakeholders.
• Make sure quality insights lead to measurable improvement initiatives, not just audit reports.
• Help define what resources, tools, dashboards, or processes are needed to scale the function further.
• Support the development of a more systematic, scalable Quality Development function while maintaining operational stability.

Requirements

• 4+ years of experience in Quality Development, Service Quality Assurance, Operations Quality Assurance, L&D, Operational Excellence, Sales Quality, Customer Support Quality, or similar roles.
• Experience building or improving quality evaluation systems: criteria, evaluation sheets, calibration, sampling logic, reporting, and feedback loops.
• Experience working with customer-facing teams such as telesales, sales, relationship managers, customer support, or operations.
• Experience connecting quality results with training, coaching, methodology, or performance improvement.
• Experience working in environments where processes are still being built and require structure, ownership, and improvement.
• Strong structured thinking and ability to design quality assessment logic from scratch or improve an existing setup.
• Strong analytical mindset: ability to work with metrics, dashboards, qualitative feedback, and operational data.
• Ability to connect quality metrics with business outcomes and L&D priorities.
• Strong stakeholder management and communication skills.
• High ownership and ability to drive change independently.
• Ability to work with manual review teams, analysts, L&D/methodology teams, business owners, and CRM/process stakeholders.
• Comfortable working with spreadsheets, dashboards, evaluation forms, and quality reporting.

Benefits

• Relocation support for eligible candidates
• Medical insurance, health and wellness benefits
• Passionate international team spanning the globe
• Rapid professional growth. Merit (and merit only) rules the day
• Reward for performance and long-term success of Salmon
• Fast track to grow internationally
• New office in Manila, Philippines
• Program of events and activities both online and in person