Quality Assurance Manager

3 weeks ago

Manila, National Capital Region, Philippines Salmon Group Ltd Full time
Overview

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About the Role – Quality Assurance (QA) Manager

The QA Manager will design, lead, and execute Salmon's quality monitoring program for customer interactions across financing and banking services. You will set quality standards, lead calibration sessions, analyze performance trends, and collaborate with Operations and Training to elevate support quality and ensure compliance.

Key Responsibilities
  • QA Framework – Develop and refine quality standards, scorecards, and evaluation criteria for chat, call, and email channels, ensuring alignment with BSP regulations and internal SLAs.
  • Banking Processes QA – Integrate banking process checkpoints into QA evaluations for deposit and lending workflows.
  • Monitoring & Evaluation – Oversee sampling, scoring, and feedback delivery for QA analysts.
  • Coaching & Feedback – Partner with Team Leads and Training to deliver targeted coaching; track progress over time.
  • Reporting & Analytics – Build dashboards and produce regular reports on key metrics (CSAT, compliance errors, handling quality).
  • Process Improvement – Identify root causes of quality issues and work cross-functionally to update policies, scripts, and training.
  • Calibration & Governance – Lead calibration sessions, maintain QA documentation, and ensure scoring consistency.
  • Stakeholder Collaboration – Act as QA SME, advising on new support channels, tools, and compliance needs.
Qualifications & Skills
  • 5+ years in QA, call-center QA, or process improvement (preferably in fintech, banking, or regulated financial services).
  • Deep banking experience with knowledge of BSP regulations.
  • Strong understanding of customer support operations and quality monitoring practices.
  • Proficient in data analysis and visualization tools (Excel, Tableau, Power BI).
  • Excellent coaching and communication skills.
  • Detail-oriented, compliance-focused, and adept at cross-team collaboration.
Job details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Customer Service
  • Industries: Financial Services, Business Consulting and Services, and Banking

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