Manager Quality Assurance and Training

About the role

IPS Pakistan is seeking a performance‑driven QA, Compliance & Sales Training Manager to elevate call quality, ensure compliance, and boost B2B sales effectiveness across multiple USA‑based campaigns.

Key responsibilities

• Monitor and audit B2B sales calls for quality and compliance, own KPI dashboards, scorecards and SLA reporting.
• Develop and enforce SOPs, scripts, objection libraries and compliance protocols; run calibration sessions and weekly QA reviews.
• Manage QA analysts, trainers and team leads, delivering performance improvement plans based on QA data.
• Design, deliver and measure B2B sales training programs for new hires and tenured agents, including mock calls, role‑plays and live floor coaching.
• Track trainee performance post‑training, close skill gaps with targeted refreshers and align training content with live sales metrics.

Required profile

• 2–3 years in a managerial QA or Training role within an international BPO or call‑center environment.
• Total 4–8+ years BPO/call‑centre experience, preferably on USA outbound/inbound B2B sales campaigns.
• Experience managing QA analysts, trainers and team leads simultaneously.
• Strong verbal and written English for USA client‑facing communication.

Required skills

• Hands‑on experience with CRM platforms such as Salesforce or HubSpot.
• Proficiency with QA tools and advanced Excel for scorecards, dashboards and pivot analysis.
• Deep familiarity with B2B sales call QA, pitch compliance, objection handling and rebuttal frameworks.