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 multiple USA‑based campaigns. You will lead quality monitoring, training, and floor coaching for healthcare, freight logistics, construction, and commercial services verticals.

Key responsibilities

• Monitor and audit B2B sales calls for quality and compliance, maintaining KPI dashboards, scorecards, and SLA reports.
• Develop, enforce, and continuously improve SOPs, scripts, 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 programs for new hires and experienced agents on a live contact‑center floor.
• Conduct mock calls, role‑plays, and live coaching to sharpen pitch delivery and objection handling.
• Maintain campaign‑specific scripts, objection libraries, and rebuttal guides; track trainee performance and close skill gaps with targeted refreshers.
• Collaborate with campaign managers to align training content with live sales metrics and reduce agent ramp‑up time.

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 track record of managing QA analysts, trainers, and team leads simultaneously.
• Experience across multiple verticals such as healthcare, logistics, construction, and commercial services.

Required skills

• Hands‑on experience with CRM platforms (e.g., Salesforce, HubSpot or equivalents).
• Proficiency with QA tools used for call monitoring and scoring.
• Advanced Excel skills for building scorecards, dashboards, pivot analysis, and operational reporting.
• Strong verbal and written English for USA client‑facing communication.