Assistant Manager

Description:

IPS (Information Process Solutions) Pakistan is looking for an experienced and results-driven QA & Compliance Assistant Manager to lead quality assurance, compliance, sales quality, and performance improvement initiatives across multiple international and local campaigns.The ideal candidate will have strong experience in USA-based BPO operations, particularly in sales, healthcare, construction, Freight Logistics, or other international campaigns, with proven exposure to quality management, compliance monitoring, coaching, and operational excellence.Candidates currently working, or with recent experience, as a QA Manager, Assistant Manager QA, QA Trainer, Sales Trainer, Quality Coach, or Assistant Manager/Manager – QA & Compliance within a reputable BPO or international operations environment will be highly preferred.This position requires a hands-on leader capable of managing QA teams, strengthening quality frameworks, identifying performance gaps, driving corrective actions, and partnering with Operations and Training to improve customer experience and campaign performance.Key Responsibilities1. Quality Assurance & Sales Monitoring
Lead QA operations across healthcare, construction, Freight Logistics, USA-based sales, and local campaigns.
Monitor sales calls, customer interactions, and operational processes against defined quality standards.
Develop and standardize QA scorecards aligned with campaign objectives and operational KPIs.
Conduct regular call evaluations, audits, calibrations, and compliance reviews.
Evaluate communication, customer handling, objection handling, sales effectiveness, and conversion quality.
Identify recurring quality issues and ensure timely corrective action.
2. Compliance & Risk Management
Ensure adherence to client requirements, internal SOPs, contractual standards, and applicable compliance requirements.
Maintain strong awareness of HIPAA, data confidentiality, information security, and healthcare-related compliance standards, where applicable.
Support quality investigations, client escalations, and compliance reviews through accurate documentation and analysis.
Ensure QA processes remain aligned with campaign-specific requirements.
3. Performance Analytics & Reporting
Track and analyze quality KPIs, including CSAT, error rates, conversion quality, compliance adherence, audit scores, and operational efficiency.
Develop weekly and monthly QA performance reports for senior management.
Maintain campaign-wise QA dashboards and performance trackers.
Identify trends, performance gaps, and opportunities for operational improvement.
Present actionable insights to Operations and Management.
4. Coaching, Training & Development
Conduct regular calibration sessions with Operations and Training teams.
Provide structured coaching and feedback to agents, Team Leads, and operational teams.
Identify knowledge and performance gaps through QA findings.
Recommend and support refresher training and targeted development programs.
Support onboarding and nesting by aligning training with quality and operational expectations.
Work closely with Trainers to ensure training outcomes translate into production performance.
5. Process Improvement & Operational Excellence
Conduct Root Cause Analysis (RCA) on recurring quality, compliance, and sales performance issues.
Develop and implement corrective and preventive actions.
Identify opportunities to improve customer experience, sales effectiveness, process compliance, and operational efficiency.
Drive continuous improvement initiatives across campaigns.
Establish measurable quality improvement plans where required.
6. Team Leadership
Lead and manage QA Analysts, Trainers, and QA Team Leads across multiple campaigns.
Establish clear performance expectations and accountability standards.
Ensure consistency in QA evaluations, scoring methodologies, reporting, and coaching practices.
Develop team capability through regular feedback, calibration, and performance reviews.
Foster a culture of accountability, quality, continuous improvement, and operational excellence.
7. SOPs, Documentation & Quality Frameworks
Develop, implement, and continuously improve QA frameworks, SOPs, scorecards, audit guidelines, and quality documentation.
Establish quality monitoring structures for new campaigns.
Ensure QA documentation is accurate, standardized, and audit-ready.
Support new campaign launches by developing appropriate QA and compliance processes.
8. Cross-Functional Collaboration
Partner closely with Operations, Training, HR, Compliance, and Senior Management on quality and performance initiatives.
Provide quality insights to support performance management and disciplinary processes where required.
Participate in operational reviews, client discussions, and campaign improvement initiatives.
Support management in building a consistent culture of customer-centric and quality-driven operations.
Required Skills & Competencies
Strong experience in QA and Quality Management within USA-based BPO sales or international campaigns.
Strong understanding of sales call monitoring, customer handling, objection handling, and conversion-focused quality metrics.
Proven experience managing QA, Training, or Quality teams within a BPO environment.
Strong understanding of QA scorecards, calibration, quality audits, KPI tracking, and performance analytics.
Experience in agent coaching, sales training, quality coaching, or performance improvement.
Working knowledge of healthcare compliance and HIPAA awareness, where applicable.
Strong Root Cause Analysis and problem-solving capabilities.
Excellent leadership, communication, presentation, and conflict-resolution skills.
Ability to manage multiple campaigns and priorities in a fast-paced BPO environment.
Strong attention to detail with a data-driven approach to decision-making.
IT & Reporting Skills
Advanced proficiency in Microsoft Excel, including reporting, dashboards, data analysis, and performance tracking.
Experience with QA monitoring and call evaluation platforms.
Familiarity with CRM systems and operational tracking tools.
Knowledge of Power BI or other data visualization platforms will be an advantage.
Strong proficiency in MS Office and professional documentation.
Preferred Candidate ProfileWe are particularly interested in candidates with backgrounds such as:
QA Manager / Assistant Manager QA
QA & Compliance Manager / Assistant Manager
QA Trainer / Quality Trainer
Sales Trainer / Sales Quality Manager
Operational Quality / Excellence Manager
Candidates should ideally have:
4–8+ years of relevant experience in QA, Compliance, Sales Quality, Training, or Operational Excellence.
At least 2–3 years of experience in a managerial or Assistant Manager-level role.
Recent experience in a reputable BPO or international operations environment.
Exposure to USA-based sales, healthcare, construction, Freight Logistics, or other international campaigns.
A Bachelor's or Master's degree in Business Administration, Quality Management, Healthcare Administration, or a related discipline is preferred.