Manager Quality Assurance and Training

IPS (Information Process Solutions) Pakistan is seeking a results-oriented QA, Compliance, and Sales Training Manager to enhance quality standards, boost B2B sales effectiveness, and foster a high-performance culture within its contact center. This role involves ownership of call quality monitoring, sales compliance, agent training, and floor coaching across USA-based campaigns spanning healthcare, freight logistics, construction, and commercial services. The ideal candidate will have extensive experience managing quality assurance and training functions in international BPO or call center environments focused on B2B sales.

Key Responsibilities

- Monitor and audit B2B sales calls to ensure quality and compliance with established standards.
- Manage KPI dashboards, QA scorecards, SLA reporting, and develop/enforce SOPs, scripts, and compliance protocols.
- Conduct calibration sessions and weekly QA reviews to maintain consistency and accuracy in evaluations.
- Lead and manage QA analysts, trainers, and team leads, delivering performance improvement plans based on QA data insights.
- Design and deliver comprehensive B2B sales training programs for both new hires and tenured agents.
- Facilitate mock calls, role-plays, and live floor coaching to enhance pitch delivery and objection handling skills.
- Develop and maintain campaign-specific scripts, objection libraries, and rebuttal guides to support sales teams.
- Track trainee performance post-training and implement targeted refresher sessions to close skill gaps.
- Collaborate closely with campaign managers to align training content with live sales metrics and business goals.
- Create onboarding programs aimed at reducing ramp-up time and increasing early conversion rates.

Required Qualifications

- Proven managerial experience (Manager or Assistant Manager) in QA and Compliance within USA-based B2B sales campaigns or international call centers, with direct responsibility for quality audits, scorecards, and compliance monitoring.
- Experience as a Training Manager or Sales Training Lead in a B2B sales operation, responsible for designing, delivering, and measuring sales training programs on a live contact center floor.
- Minimum 2–3 years in one of the above managerial roles, supported by 4–8+ years of total BPO/call center experience.
- Deep knowledge of B2B sales call QA, including pitch compliance, objection handling, and rebuttal frameworks.
- Hands-on experience with CRM platforms such as Salesforce, HubSpot, or equivalents, along with QA tools.
- Advanced proficiency in Excel for scorecards, dashboards, pivot analysis, and operational reporting.
- Strong verbal and written English communication skills suitable for USA client-facing interactions.
- Demonstrated ability to improve agent conversion rates and QA scores through structured coaching and training interventions.

Preferred Qualifications and Additional Information

- Candidates currently or recently working as QA Managers or Training Managers are preferred.
- Experience managing QA analysts, trainers, and team leads simultaneously is highly desirable.
- Cross-functional expertise spanning both QA and training functions is an advantage.
- Familiarity with USA outbound or inbound B2B sales campaigns across verticals such as healthcare, freight logistics, construction, commercial services, and local B2B sales is beneficial.

Important Note:
This position is exclusively for professionals with experience in BPO or call center QA and training roles. Candidates with backgrounds solely in Software Quality Assurance (SQA), software testing, application testing, or quality roles in unrelated industries (such as food) are not eligible to apply.

IPS Pakistan offers an opportunity to lead quality and training initiatives in a dynamic, USA-focused B2B sales environment, contributing directly to business growth and operational excellence.