Quality Control Manager (Sales L&D)

Salmon·Kazakhstan, Georgia, Serbia, Philippines·Удалённо·3 нед. назад

We are building a more structured and scalable quality development approach for Deposits&Telesales.

Today, we already have quality control processes in place, but we want to make them more structured, transparent, and scalable as the business continues to grow.

This role is needed to review the current approach, identify improvement opportunities, and build a stronger framework for how quality should be evaluated across different types of customer interactions.

The role will work closely with L&D, making sure that quality insights do not stay only in reports, but translate into practical improvements: training, coaching, methodology updates, and better team performance.

In the longer term, this area has the potential to grow into a broader Quality Development function across the company.

Scope: quality development for Deposits&Telesales teams, with a strong focus on evaluation processes, L&D impact, service quality, sales quality, and operational performance.

Ownership: building transparent quality assessment processes, improving manual and AI-assisted checks, defining evaluation criteria and case review logic, and ensuring quality insights translate into training, coaching, and process improvements.

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.

Quality framework development

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.

Metrics&analytics

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.

L&D and stakeholder alignment

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.

Impact delivery

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.

Experience

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.

Skills

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.

Experience in banking, fintech, deposits, telesales, sales operations, or customer service.
Experience with AI-assisted quality control or automated evaluation of chats/calls.
Experience working with CRM systems, especially Creatio.
Experience building dashboards or working closely with analysts on quality reporting.
Background in L&D methodology, training needs analysis, or performance improvement.
Experience scaling quality processes across several teams, products, or business lines.

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