Lead Quality Assurance Analyst - International BPO

Company Description Nextus Global Services is a leading BPO provider specializing in B2B and B2C solutions. Our services are tailored to enhance operational efficiency, including data management and customer support for businesses. For consumers, we offer exceptional multichannel experiences that foster brand loyalty. By combining advanced technology with a customer-centric approach, we ensure quality service and valuable insights. Role Description We are seeking a Lead Quality Assurance Analyst with strong expertise in monitoring and improving quality across international sales campaigns . The ideal candidate will be responsible for designing QA frameworks, evaluating sales calls, identifying training gaps, and ensuring process compliance across outbound/inbound sales operations Key Responsibilities Lead the QA function for international BPO sales campaigns (primarily US clients). Monitor live and recorded sales calls for accuracy, quality, compliance, and adherence to scripts and KPIs. Design, implement, and continuously improve quality scorecards and audit sheets. Identify behavioral, communication, and sales skill gaps and collaborate with training/operations teams to address them. Conduct call calibrations with team leaders, trainers, and clients to align QA standards. Deliver coaching and constructive feedback to sales agents based on QA audits. Generate daily/weekly/monthly reports on quality trends, agent performance, and risk areas. Ensure compliance with client-specific quality benchmarks and regulatory guidelines (TCPA, GDPR, etc.). Work closely with campaign managers to achieve overall sales and quality targets. Provide training to new QA team members and help build QA best practices across the org. Qualifications Minimum 3–5 years of Quality Assurance experience in International BPO Sales (preferably US campaigns). 1–2 years of team lead or QA supervisory experience. Strong knowledge of sales metrics, compliance requirements, and QA methodologies. Experience with CRM, dialers (RingCentral, etc.), call monitoring tools, and reporting platforms. Excellent analytical, communication, and coaching skills. High attention to detail and ability to manage multiple campaigns simultaneously. Ability to work in a fast-paced, target-driven environment. Show more Show less