QA, Compliance & Training Manager — BPO Call Center

Ips Pakistan

Lahore

On-site

PKR 1,674,000 - 3,125,000

Full time

45 hours ago

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Job summary

IPS 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 across USA-based campaigns in healthcare, freight logistics, construction, and commercial services. Candidates must have 2–3 years in managerial QA or training roles with 4–8+ years in BPO/call centers.

Experience in USA outbound/inbound B2B sales campaigns and leading QA analysts, trainers, and TLs is highly

Qualifications

Must have 2–3 years in QA/Compliance or Training management roles with 4–8+ years total BPO/call center experience.
Experience in USA-based B2B sales campaigns is preferred.
Proven track record managing QA analysts, trainers & team leads.
Cross-functional background spanning QA and training.

Responsibilities

Monitor and audit B2B sales calls for quality and compliance.
Own KPI dashboards, QA scorecards and SLA reporting.
Develop and enforce SOPs, scripts and compliance protocols.
Run calibration sessions and weekly QA reviews.
Manage QA analysts, trainers and team leads.
Deliver performance improvement plans based on QA data.
Design and deliver B2B sales training programs for new hires and tenured agents.
Conduct mock calls, role-plays and live floor coaching.
Build and maintain campaign-specific scripts and rebuttal guides.
Track trainee performance post-training and close skill gaps.
Collaborate with campaign managers to align training with live metrics.
Develop onboarding programs to reduce ramp-up time and lift conversions.