Quality Assurance Manager

4 days ago

Rawalpindi, Punjab, Pakistan B2B Appointments Full time 1,200,000 - 3,600,000 per year

Position Overview:

We're looking for a
Quality Assurance Manager – Call Center
with at least
5 years of proven experience
in quality assurance, cold calling, lead generation, CRM management, and deal closing across both
B2B and B2C campaigns
. The ideal candidate should have a strong understanding of the sales process from prospecting to closing and be capable of driving performance through detailed analysis, coaching, and process improvement. You'll work closely with sales, operations, and outreach teams to ensure all agents meet KPIs, compliance parameters, and communication standards.

Key Responsibilities:

  • Manage and oversee the Quality Assurance process for all cold calling, lead generation, and outreach campaigns.
  • Monitor live and recorded calls to assess tone, accuracy, objection handling, compliance, and closing ability.
  • Identify performance gaps and provide actionable feedback and coaching to agents.
  • Develop and implement QA scorecards, KPIs, and performance parameters aligned with campaign goals.
  • Ensure agents maintain accurate CRM data and follow up systematically on all leads.
  • Analyze daily, weekly, and monthly performance reports to identify trends and areas for improvement.
  • Collaborate with managers and trainers to enhance scripts, call flow, and conversion strategies.
  • Conduct calibration sessions and refresher training to maintain consistent quality and customer satisfaction.
  • Oversee both inbound and outbound performance metrics to ensure efficiency and compliance.
  • Continuously refine QA processes to improve team performance and lead quality.

Qualifications:

  • Minimum
    5 years of experience
    in Quality Assurance or Team Management within a call center environment.
  • Strong experience in
    cold calling, lead generation, CRM systems, and deal closing
    .
  • Proven track record of managing
    B2B and B2C campaigns
    .
  • Strong analytical skills with the ability to interpret KPIs and implement process improvements.
  • Excellent English communication and listening skills with a professional tone.
  • Detail-oriented, organized, and able to manage multiple campaigns efficiently.
  • Strong leadership abilities with a focus on fairness, accuracy, and continuous improvement.

Preferred Skills:

  • Experience using dialers such as
    Vicidial, GoHighLevel, or HubSpot CRM
    .
  • Familiarity with appointment setting, sales development, and outreach automation tools.
  • Strong ability to analyze data and generate actionable insights.
  • Experience in developing and managing performance improvement plans (PIPs).

Job Details:

  • Work Schedule:
    Monday to Friday
  • Timings:
    8:00 PM to 5:00 AM (Night Shift, Pakistan Time)
  • Compensation:
    Handsome salary packages with performance-based allowances and incentives.
  • Job typle:
    On-site

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