Quality Assurance Specialist

2 weeks ago

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

Salmon – Who We Are and What We Do

Salmon is a next-generation fintech company founded by Pavel Fedorov, George Chesakov, and Raffy Montemayor — visionary leaders with decades of experience in global finance, banking, and technology.

Our mission is bold yet simple: to reshape the banking landscape in the Philippines and prove that people deserve better financial services.

Today, Salmon is not only a fast-growing technology company but also a bank with over 60 years of heritage. In 2024, we acquired the Rural Bank of Sta. Rosa (Laguna), Inc. and transformed it into Salmon Bank (Rural Bank), Inc.

We are supported by world-class investors, including the International Finance Corporation (a member of the World Bank Group) and ADQ/Lunate, the sovereign wealth fund of Abu Dhabi.

More than 1 million Filipinos already trust Salmon, enjoying access to our growing suite of credit and savings products. And this is just the beginning — we're continuously expanding toward becoming a true financial super app for millions more.

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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