Quality Enablement Manager - Sales
New
Australia, Canada, Germany, United Kingdom, United StatesFull-TimeManager
Salary83,000 - 96,000 USD per year
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Job Details
- Experience
- 3+ years of Quality Assurance or management experience
- Required Skills
- Data AnalysisMS OfficeQuality Assurance
Requirements
- Bachelor’s degree in business or related discipline.
- 3+ years of Quality Assurance or management experience in inside sales, customer experience, or call center operations.
- Proven success in building, scaling, or transforming QA programs.
- Firsthand experience with AI speech guidance tools (Balto preferred).
- Strong analytical skills with the ability to convert data into actionable performance insights.
- Demonstrated ability to operate effectively in a fast-paced environment.
- Excellent verbal and written communication, presentation, and problem-solving skills.
- Proficient in MS Office and modern communication tools for virtual teams (i.e., MS Teams).
- Willingness and ability to work flexible hours and travel (up to 10%).
Responsibilities
- Design, launch, and manage a comprehensive QA program that supports organizational goals across remote and BPO teams.
- Develop and maintain QA scorecards, evaluation rubrics, coaching frameworks, and standards.
- Lead cross-functional calibration sessions to ensure consistent evaluations.
- Partner with management to translate QA findings into clear insights and recommendations.
- Own and optimize AI-powered coaching and analytics tools (e.g., Balto, Observe.AI, Call Miner).
- Configure real-time prompts, workflows, and agent guidance features to improve compliance and sales conversion.
- Validate AI scoring accuracy and adjust models or parameters as needed.
- Analyze quality trends, customer sentiment, and interaction behaviors.
- Maintain QA documentation, SOPs, and audit logs.
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