QA and Training Manager - B2B Sales Contact Center

About the role

IPS (Information Process Solutions) Pakistan is hiring a QA, Compliance and Sales Training Manager to oversee call quality, sales compliance, agent training and floor coaching for USA-based B2B sales campaigns in healthcare, freight logistics, construction and commercial services. The role is strictly for BPO / call center QA professionals; candidates with only software QA, software testing or application testing experience are not eligible.

Key responsibilities

• QA and compliance: monitor and audit B2B sales calls, own KPI dashboards, QA scorecards and SLA reporting, run calibration sessions and weekly QA reviews, develop and enforce SOPs, scripts and compliance protocols, and manage QA analysts, trainers and team leads.
• Sales training: design and deliver B2B sales training for new hires and tenured agents, run mock calls, role-plays and live floor coaching, and build campaign-specific scripts, objection libraries and rebuttal guides.
• Performance management: track trainee performance after training, close skill gaps with targeted refreshers, and work with campaign managers to align training with live sales metrics.
• Onboarding: develop onboarding programs that shorten ramp-up time and improve early conversion rates.

Required profile

• Mandatory: at least one of the following roles in an international BPO or call center, with 2-3 years in that role and 4-8+ years of total BPO/call center experience.
• Manager or Assistant Manager of QA & Compliance in a USA-based B2B sales campaign, owning quality audits, scorecards and compliance monitoring.
• Training Manager or Sales Training Lead for a B2B operation, responsible for designing, delivering and measuring sales training on the live floor.
• Preferred: current or recent QA or Training Manager role, experience in USA outbound/inbound B2B campaigns, and experience managing QA analysts, trainers and team leads together.
• Preferred background: healthcare and medical services, freight and logistics, construction and commercial, local services and B2B sales QA & compliance.

Required skills

• Deep familiarity with B2B sales call QA, including pitch compliance, objection handling and rebuttal frameworks.
• CRM platforms such as Salesforce or HubSpot, and QA tools.
• Advanced Excel for scorecards, dashboards, pivot analysis and operations reporting.
• Strong verbal and written English for USA client-facing communication.