Quality Development Lead

We are looking for a Quality Development Lead to drive the next stage of evolution of our Quality function.

This role is focused on building a structured quality framework that spans the entire customer journey, strengthening the metrics architecture, and ensuring that insights consistently lead to tangible improvements in both operations and product.

Today, the Quality Development function is centered around audit execution and evaluation control. To move forward, we need a product-oriented leader who will own the strategic roadmap, design a comprehensive metrics system, and align cross-functional teams around shared quality goals.

Your mission is to transform Quality from a predominantly audit-based process into a scalable, insight-driven system that systematically enhances operational performance and product experience, while preserving stability and reliability.

The position involves being and working most of the time in Manila. We help with relocation, finding housing and other things to make your move as comfortable as possible.

What You Will Own

QD Framework Development

• Design and implement a structured quality system across the full customer journey: prevent → proactive → self-service → online support → back-office
• Define evaluation criteria for each stage and align them with business and operations.
• Run calibration sessions to ensure consistent standards
• Continuously evolve the framework as products and channels grow
  
  

Tools and Metrics

• Define and implement quality assessment tools: manual review, AI scoring, CSAT/NPS/CES, self-service and back-office analytics
• Build monitoring for key metrics such as repeat contacts, escalations, long chats, bot fallback rate, FAQ conversion, and SLA
• Own rollout and performance tracking of all quality tools
  
  

Standards and Impact

• Establish a clear definition of high-quality resolution focused on customer outcomes

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• Set target metrics and connect them to business results
• Ensure shared understanding of quality standards across stakeholders
• Translate insights into action by building structured reporting for operations, business, training, and product teams
• Escalate critical cases and initiate improvement projects
  
  

What We Expect From Candidate

Must Have

• Proven experience building or transforming a QA/QD function within Customer Service
• Strong systems thinking with the ability to see and manage the entire customer journey, not just individual interactions
• Hands-on experience with service quality metrics such as CSAT, NPS, CES, FCR, and quality score, and the ability to connect them to business outcomes
• Experience designing evaluation criteria and running calibration sessions
• Strong communication skills with the ability to translate insights into clear actions for different audiences, from agents to business leads
• Experience working with analytics and monitoring tools
  
  

Nice to Have

• Experience implementing AI-driven quality tools, including automated scoring and contact classification
• Understanding of self-service systems, including FAQs and chatbots, as well as proactive communication strategies
• Experience in multi-channel and multi-product service environments

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• Knowledge of root cause analysis methodologies
  
  

Why would it be cool to work with us?

What We Create

• Modern banking services for millions of Filipinos
• Cutting-edge solutions based on the best world practices and AI implementation
• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia
• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market
• An environment that allows you to launch new products in 3-4 months
• A basis for expanding into new markets all over the world
  
  

What we offer

• 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
• Relocation support for eligible candidates
• Medical insurance, health and wellness benefits
• Program of events and activities both online and in person