Quality Development Manager – Deposits, Telesales L&D

SALMON ROBOTICS LIMITED

Quality Development Manager responsible for building quality assessment framework for deposits and telesales teams at fintech company. Ensuring transparency, structure, and actionable insights for improvement initiatives.

Posted 4/21/2026full-timeMetro Manila • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Hard Skills & Tools

quality control processesquality assessment frameworkevaluation logicmanual evaluation processesquality metrics frameworkqualitative metricsquantitative metricsAI-assisted quality checkquality evaluation systemsperformance improvement

Soft Skills

structured thinkinganalytical mindsetstakeholder managementcommunication skillsownershipdrive changecollaborationproblem-solvingadaptabilityattention to detail