Assistant Manager Quality Assurance

IPS Pakistan is seeking an experienced and results-oriented QA & Compliance Assistant Manager to lead quality assurance, compliance, sales quality, and performance improvement initiatives across multiple international and local campaigns. The ideal candidate will have strong expertise in USA-based BPO operations, particularly in sales, healthcare, construction, freight logistics, or other international campaigns. This role demands a hands-on leader with proven experience in quality management, compliance monitoring, coaching, and operational excellence, capable of managing QA teams and driving continuous improvement to enhance customer experience and campaign performance.

Key Responsibilities

- Lead QA operations across healthcare, construction, freight logistics, USA-based sales, and local campaigns, ensuring adherence to defined quality standards.
- Monitor sales calls, customer interactions, and operational processes, developing and standardizing QA scorecards aligned with campaign objectives and KPIs.
- Conduct regular call evaluations, audits, calibrations, and compliance reviews, focusing on communication, customer handling, objection handling, sales effectiveness, and conversion quality.
- Identify recurring quality issues and implement timely corrective actions.
- Ensure compliance with client requirements, internal SOPs, contractual standards, and relevant regulations such as HIPAA and healthcare-related compliance.
- Support quality investigations, client escalations, and compliance reviews with accurate documentation and analysis.
- Track and analyze quality KPIs including CSAT, error rates, conversion quality, compliance adherence, audit scores, and operational efficiency.
- Develop and maintain weekly and monthly QA performance reports, dashboards, and performance trackers for senior management.
- Provide structured coaching and feedback to agents, team leads, and operational teams, identifying knowledge gaps and supporting targeted training and onboarding.
- Conduct root cause analysis on recurring quality, compliance, and sales performance issues, implementing corrective and preventive measures.
- Lead and manage QA Analysts, Trainers, and QA Team Leads across multiple campaigns, establishing performance expectations and fostering a culture of accountability and continuous improvement.
- Develop, implement, and continuously improve QA frameworks, SOPs, scorecards, audit guidelines, and quality documentation, ensuring audit readiness.
- Collaborate closely with Operations, Training, HR, Compliance, and Senior Management to support quality and performance initiatives, operational reviews, and client discussions.

Required Qualifications

- Strong experience in QA and Quality Management within USA-based BPO sales or international campaigns.
- In-depth understanding of sales call monitoring, customer handling, objection handling, and conversion-focused quality metrics.
- Proven experience managing QA, Training, or Quality teams in a BPO environment.
- Expertise in QA scorecards, calibration, quality audits, KPI tracking, and performance analytics.
- Experience in agent coaching, sales training, quality coaching, or performance improvement.
- Working knowledge of healthcare compliance and HIPAA awareness where applicable.
- Strong root cause analysis and problem-solving skills.
- Excellent leadership, communication, presentation, and conflict-resolution abilities.
- Ability to manage multiple campaigns and priorities in a fast-paced environment with strong attention to detail and a data-driven approach.
- Advanced proficiency in Microsoft Excel for reporting, dashboards, data analysis, and performance tracking.
- Experience with QA monitoring and call evaluation platforms, CRM systems, and operational tracking tools.
- Familiarity with Power BI or other data visualization platforms is an advantage.
- Strong proficiency in MS Office and professional documentation.

Preferred Qualifications and Benefits

Candidates with backgrounds as QA Manager, Assistant Manager QA, QA Trainer, Sales Trainer, or Operational Quality/Excellence Manager are highly preferred. The ideal candidate will have 4–8+ years of relevant experience in QA, Compliance, Sales Quality, Training, or Operational Excellence, including at least 2–3 years in a managerial or assistant managerial role. Experience in reputable BPO or international operations environments and exposure to USA-based sales, healthcare, construction, freight logistics, or other international campaigns is essential. A Bachelor’s or Master’s degree in Business Administration, Quality Management, Healthcare Administration, or a related discipline is preferred.

Joining IPS Pakistan offers the opportunity to work across diverse international campaigns and play a strategic role in enhancing quality, compliance, customer experience, and operational performance. This role is ideal for a QA/Compliance leader who combines data-driven quality management with strong coaching and operational leadership skills. The position is based in Lahore with a shift timing of 5:30 PM to 2:30 AM.