Quality Assurance Specialist

3 weeks ago

Metro Manila Philippines Salmon Group Ltd Full time

Salmon is a fast-growing consumer fintech group, founded in July 2022 with the vision of creating the best credit-led neobank in Southeast Asia. We chose the Philippines to be our first market and are now a licensed consumer-lending group, working towards becoming a licensed bank (subject to BSP approval). Salmon was founded by three Co-founders who built and held senior leadership positions at Tinkoff, a highly successful tech-enabled bank that reached a market capitalization of more than US$20bn. Salmon has built a highly qualified and global team of finance and technology professionals and is backed by world-class investors, which include IFC, a member of the World Bank Group, ADQ, an investment company wholly owned by the Government of Abu Dhabi, and other prominent Fintech investors. We are building a financial technology business that works impeccably 24x365, creating thousands of jobs and providing high quality access to finance for millions of Filipinos — and would love to have you join us on this journey. The new world is ours to discover together. About the Role – Quality Assurance Specialist As a Quality Assurance Specialist , you will be responsible for evaluating and improving the quality of customer interactions to ensure exceptional client experience and compliance with company standards. Key Responsibilities Call Monitoring: Review a set number of recorded client-facing calls daily. Performance Evaluation: Assess agent performance using a detailed checklist, focusing on communication, product knowledge, and compliance with procedures. Feedback Delivery: Prepare comprehensive evaluation reports and provide constructive feedback to team leaders and managers for coaching and performance improvement. Trend Analysis: Identify trends, training gaps, and process improvement opportunities through data analysis. Standards Compliance: Ensure adherence to company policies, regulatory guidelines, and best practices in client communication. Calibration: Participate in calibration sessions with QA peers and team leads to maintain consistency in scoring. Documentation: Maintain accurate and confidential records of evaluations and feedback. Qualifications Experience: Prior experience in a quality assurance, call center, or client service role with a strong focus on performance evaluation and feedback. Analytical Skills: Ability to identify patterns and draw insights from performance data. Attention to Detail: Highly meticulous and thorough in assessing calls and agent behavior. Communication: Excellent written and verbal communication skills for report writing and feedback delivery. Subject Matter Knowledge: Understanding of financial products, particularly time deposits , is a plus. Integrity: Demonstrates discretion and confidentiality in handling sensitive data. Technical Proficiency: Comfortable using call monitoring systems, spreadsheets, and data reporting tools. Salmon is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to creating a diverse and inclusive workplace and encourage applications from underrepresented groups. #J-18808-Ljbffr

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