QA, Compliance & Sales Training Manager – BPO

About the role

IPS (Information Process Solutions) Pakistan is seeking a performance‑driven QA, Compliance & Sales Training Manager to elevate call quality, ensure sales compliance and drive agent performance across its USA‑based B2B campaigns in healthcare, freight logistics, construction and commercial services.

Key responsibilities

• Monitor and audit B2B sales calls for quality and compliance, maintaining KPI dashboards, scorecards and SLA reporting.
• Develop, enforce and continuously improve SOPs, scripts, objection libraries and compliance protocols.
• Run calibration sessions, weekly QA reviews and manage a team of QA analysts, trainers and team leads.
• Design, deliver and measure sales training programmes for new hires and experienced agents on the live floor.
• Conduct mock calls, role‑plays and on‑the‑spot coaching to improve pitch delivery and objection handling.
• Track trainee performance, close skill gaps with targeted refreshers and align training content with live sales metrics.
• Collaborate with campaign managers to create onboarding programmes that reduce ramp‑up time and increase early conversion rates.

Required profile

• 3–5 years in a managerial QA or Training role within an international BPO or call‑center environment.
• 4–8+ years total experience in BPO/call‑center operations, preferably on USA outbound or inbound B2B sales campaigns.
• Proven experience managing QA analysts, trainers and team leads simultaneously.
• Cross‑functional background covering both QA and sales training for verticals such as healthcare, logistics, construction and commercial services.

Required skills

• Hands‑on experience with CRM platforms (Salesforce, HubSpot or equivalent).
• Proficiency with QA tools and advanced Excel (scorecards, dashboards, pivot analysis, operational reporting).
• Strong verbal and written English for client‑facing communication.