Job Description Quality Manager (Sales Process)

Position: Quality Manager
Industry: BPO / Contact Center
Process: Sales

Experience Required: Minimum 5 Years in Sales Process

Location: Kolkata

Key Responsibilities
Manage and lead the Quality Assurance function for the sales process.
Monitor and evaluate customer interactions, calls, and sales conversations to ensure process and quality standards.
Develop and implement quality monitoring frameworks, scorecards, and evaluation parameters.
Identify quality gaps and provide actionable feedback to improve sales performance and customer experience.
Conduct regular quality audits, calibration sessions, and RCA (Root Cause Analysis).
Work closely with Operations and Training teams to improve overall process performance.
Track and analyze key quality metrics and prepare regular MIS reports.
Identify recurring errors, compliance issues, and process gaps and recommend corrective actions.
Coach and mentor the Quality team to maintain consistent evaluation standards.




Ensure adherence to process guidelines, SOPs, compliance requirements, and client expectations.
Drive continuous improvement initiatives to improve sales conversion, customer experience, and quality scores.
Eligibility & Requirements
Minimum 5 years of experience in a Sales Process is mandatory.
Prior experience in a Quality/QA leadership or managerial role is preferred.
Robust knowledge of Quality Audits, RCA, Calibration, Call Monitoring, and Quality Metrics.
Valuable understanding of sales KPIs and performance parameters.
Robust analytical, communication, and stakeholder-management skills.
Proficiency in MS Excel and MIS reporting.
Ability to manage and mentor a Quality team.
Preferred Skills

Quality Management | Sales Process | BPO | Call Auditing | RCA | Calibration | Quality Scorecard | Sales KPIs | MIS | Coaching & Feedback | Process Improvement

📌 Quality Manager Kolkata (India)
🏢 globiva
📍 India