Manager Quality Assurance and training

Brickstech · Lahore, Pakistan

IPS (Information Process Solutions) Pakistan is hiring a performance-driven QA, Compliance & Sales Training Manager to elevate quality, drive B2B sales effectiveness, and build a high-performance contact center culture. You will own call quality monitoring, sales compliance, agent training, and floor coaching across our USA-based campaigns in healthcare, freight logistics, construction, and commercial services.

Mandatory experience — non-negotiable

Candidates must have held at least one of the following roles in an international BPO or call center environment. Applications without this background will not be considered.

Must have

• Manager or Assistant Manager – QA & Compliance in a USA-based B2B sales campaign or international call center, with direct ownership of quality audits, scorecards, and compliance monitoring
• Training Manager or Sales Training Lead for a B2B sales operation — responsible for designing, delivering, and measuring sales training programs on a live contact center floor

Min. tenure

At least 2–3 years in either of the above managerial roles, with 4–8+ years of total BPO/call centre experience

Preferred background

• Currently or recently in a QA Manager / Training Manager role
• USA outbound or inbound B2B sales campaigns
• Experience managing QA analysts, trainers & TLs simultaneously
• Cross-functional background spanning both QA and training

Campaign verticals

• Healthcare & medical services
• Freight & logistics
• Construction & commercial
• Local services & B2B sales

QA & compliance responsibilities

• Monitor & audit B2B sales calls for quality and compliance
• Own KPI dashboards, QA scorecards & SLA reporting
• Develop and enforce SOPs, scripts & compliance protocols
• Run calibration sessions and weekly QA reviews
• Manage QA analysts, trainers & team leads
• Deliver performance improvement plans based on QA data

Sales training responsibilities

• Design and deliver B2B sales training programs for new hires and tenured agents
• Conduct mock calls, role-plays & live floor coaching to sharpen pitch delivery and objection handling
• Build and maintain campaign-specific scripts, objection libraries & rebuttal guides
• Track trainee performance post-training and close skill gaps with targeted refreshers
• Collaborate with campaign managers to align training content with live sales metrics
• Develop onboarding programs that reduce ramp-up time and lift early conversion rates

Required skills

• Deep familiarity with B2B sales call QA — pitch compliance, objection handling, rebuttal frameworks
• Proven experience designing and delivering sales training in a live BPO/call center environment
• Hands-on with CRM platforms (Salesforce, HubSpot, or equivalent) and QA tools
• Advanced Excel — scorecards, dashboards, pivot analysis, ops reporting
• Strong verbal & written English for USA client-facing communication
• Track record of lifting agent conversion rates and QA scores through structured coaching

IMPORTANT

This position is strictly for BPO / Call Center QA professionals. Candidates with experience exclusively in Software Quality Assurance (SQA), software testing, or application testing are NOT eligible and should not apply and not even food industry related quality experience.