Assistant Manager Quality Assurance(QA) & Compliance

Location:

IPS Pakistan
372 Old RGA Factory, Main Firozpur Road, New Dera Mian Saeed

Shift Timing: 5:30 PM – 2:30 AM

Job Summary

The QA & Compliance Assistant Manager will be responsible for leading quality assurance, compliance monitoring, and performance improvement initiatives across multiple campaigns, including healthcare, construction, USA-based sales campaigns, and local projects.

Candidates with prior experience as a manager or Assistant manager QA Trainer, Manager or Assistant manager Sales Trainer, or Manager or Assistant manager Quality Coach in international campaigns will be highly preferred. Applicants must currently be working or have recent experience in a manager or Assistant Manager – QA & Compliance role within a reputable BPO or international operations environment. Candidates should possess 2–6 years of relevant experience in managing Quality Assurance, Compliance Management, Sales Quality, or Operational Excellence, preferably handling USA-based campaigns..

This role plays a critical part in maintaining operational excellence, improving customer experience, ensuring compliance adherence, and driving agent performance through structured feedback, audits, and training interventions.

Major Job Responsibilities

Quality Assurance & Sales Monitoring

• Oversee quality assurance operations across healthcare, construction, Freight Logistics, sales, and local campaigns.
• Monitor sales calls, customer interactions, and operational processes to ensure adherence to quality standards.
• Develop and standardize QA scorecards aligned with USA-based sales campaign requirements and operational KPIs.
• Conduct regular call evaluations, audits, and compliance reviews to ensure service excellence and process consistency.
• Analyze customer handling techniques, objection handling, communication quality, and conversion-focused performance.

Compliance & Regulatory Oversight

• Ensure compliance with client requirements, internal SOPs, and healthcare-related regulatory standards.
• Maintain strict adherence to data confidentiality, HIPAA awareness, and operational security standards where applicable.
• Support client escalations and compliance investigations through detailed quality analysis and reporting.

Performance Monitoring & Reporting

• Monitor quality KPIs including CSAT, error ratios, conversion quality, compliance adherence, and operational efficiency.
• Prepare detailed weekly and monthly QA performance reports for leadership review.
• Maintain dashboards and reporting systems to track campaign-wise quality trends and agent performance.

Training, Coaching & Development

• Conduct calibration sessions with operations and training teams to ensure scoring consistency.
• Provide coaching sessions, live feedback, and performance improvement plans for agents and team leads.
• Identify training gaps and recommend refresher training programs based on audit findings.
• Support onboarding and nesting of new hires by aligning training with operational quality standards.

Process Improvement

• Conduct root cause analysis to identify recurring operational or sales-related performance gaps.
• Recommend corrective and preventive actions to improve service quality and operational efficiency.
• Drive continuous improvement initiatives focused on customer experience and sales effectiveness.

Team Leadership

• Lead and manage QA Analysts, Trainers, and QA Team Leads across multiple campaigns.
• Ensure consistency in evaluations, reporting standards, and coaching methodologies.
• Promote a high-performance culture focused on accountability, quality, and continuous development.

Documentation & SOP Development

• Design, develop, and update SOPs, quality frameworks, audit guidelines, and training documentation.
• Support new campaign launches by establishing QA processes, monitoring structures, and reporting mechanisms.

Collaboration & Organizational Support

• Work closely with Operations, HR, Training, and Management on performance-related matters and improvement initiatives.
• Support disciplinary actions and performance management processes through quality documentation and reporting.
• Contribute toward building a culture of operational excellence and customer-centric service delivery.

Required Knowledge, Skills & Abilities

• Strong experience in Quality Assurance within USA-based sales campaigns or international BPO operations.
• Strong understanding of sales call monitoring, customer handling evaluations, and conversion-focused quality metrics.
• Experience working in large BPO environments with structured QA and training frameworks.
• Knowledge of compliance standards, particularly healthcare compliance and client-specific operational requirements.
• Strong understanding of KPI tracking, scorecards, calibration methodologies, and operational analytics.
• Experience in agent coaching, sales training, or quality improvement initiatives.
• Strong analytical, reporting, and root cause analysis skills.
• Excellent leadership, communication, and conflict resolution abilities.
• Ability to manage multiple campaigns simultaneously in high-pressure operational environments.
• Strong decision-making and problem-solving capabilities with attention to detail.

IT Skills

• Advanced proficiency in Microsoft Excel (reporting, dashboards, and analytics)
• Experience with QA monitoring systems and call evaluation tools
• Familiarity with CRM systems and operational tracking software
• Knowledge of Power BI or other data visualization tools (preferred)
• Strong documentation and reporting skills using MS Office Suite

Preferred Qualifications

• Bachelor’s or Master’s degree in Business Administration, Quality Management, Healthcare Administration, or a related field
• 4–8+ years of experience in Quality Assurance, Compliance, Sales Training, or Operational Quality Management, at least 2-3 years in management role
• Prior experience in USA-based sales campaigns, healthcare operations, or international BPO environments preferred
• Experience working as a QA Trainer, Sales Trainer, or Quality Coach will be considered an advantage

How to Apply

Interested candidates are encouraged to apply by sending their updated CV to:

Email Subject: Application for QA & Compliance Assistant Manager

recruitment@ipscloud.co
hamza.zubair@ipscloud.co

WhatsApp for inquiries: 0336-0777103

Pay: From Rs200,000.00 per month

Ability to commute/relocate:

• Lahore: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• If you have experience in BPO or any international sales calling operations or B2B B2C campaigns then apply we are not not looking for softer quality testers

Location:

• Lahore (Required)

Work Location: In person