Quality Assurance Specialist

4 days ago

Manila, National Capital Region, Philippines Salmon Group Ltd Full time ₱250,000 - ₱500,000 per year

Salmon – Who We Are and What We Do

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.

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