QA, Compliance & Sales Training Manager (BPO)

About the role

IPS Pakistan is seeking a performance‑driven QA, Compliance & Sales Training Manager to elevate call quality, ensure sales compliance and boost B2B sales effectiveness across its USA‑based campaigns. You will own quality monitoring, training delivery and floor coaching for healthcare, logistics, construction and commercial services.

Key responsibilities

• Monitor and audit B2B sales calls for quality and compliance.
• Own KPI dashboards, QA scorecards and SLA reporting.
• Develop and enforce SOPs, scripts and compliance protocols.
• Run calibration sessions and weekly QA reviews.
• Manage QA analysts, trainers and team leads.
• Design and deliver B2B sales training programs for new hires and experienced agents.
• Conduct mock calls, role‑plays and live floor coaching.
• Maintain campaign‑specific scripts, objection libraries and rebuttal guides.
• Track trainee performance and close skill gaps with targeted refreshers.

Required profile

• 3–5 years in a QA Manager or Training Manager role within an international BPO or call centre.
• 4–8+ years total BPO/call centre experience.
• Experience managing USA‑outbound or inbound B2B sales campaigns.
• Proven track record of improving agent conversion rates and QA scores.

Required skills

• Hands‑on experience with CRM platforms such as Salesforce or HubSpot.
• Advanced Excel for scorecards, dashboards, pivot analysis and operational reporting.
• Proficiency with QA monitoring tools.