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 boost B2B sales effectiveness across its USA‑based campaigns. You will own call monitoring, training delivery, 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 reporting.
• Develop, enforce and update SOPs, scripts, objection libraries and compliance protocols.
• Run calibration sessions, weekly QA reviews and manage QA analysts, trainers and team leads.
• Design, deliver and continuously improve sales training programs for new hires and seasoned agents.
• Conduct mock calls, role‑plays and live floor coaching to sharpen pitch delivery and objection handling.
• Track trainee performance post‑training, close skill gaps with targeted refreshers and align training content with live sales metrics.

Required profile

• 3‑5 years in a managerial QA & Compliance or Sales Training role within an international BPO or call centre.
• 4‑8+ years total experience in BPO/call centre environments, preferably on USA outbound/inbound B2B sales campaigns.
• Proven experience managing QA analysts, trainers and team leads simultaneously.
• Background spanning multiple campaign 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 tables and operational reporting.
• Strong verbal and written English for USA client‑facing communication.