Quality Development Lead

We’re looking for a Product Manager to lead the next stage of development of the Quality function.

The objective of this role is to build a structured quality framework that covers the full customer journey, strengthen the metrics architecture, and ensure that quality insights consistently translate into operational and product improvements.

Today, the QD function is primarily focused on audit execution and evaluation control. To move forward, we need a dedicated Product Manager who will own the strategic roadmap, develop a robust metrics system, and drive cross-functional alignment.
Your mission is to transform Quality from an audit-focused process into a scalable, insight-driven system that systematically improves both operations and product experience, while maintaining operational stability.

Responsibilities

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

• 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

• 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