Quality Manager

Role & responsibilities

Dynamic and experienced Quality Manager to lead the quality assurance function across our Inside Sales division. This role is critical to strengthening business performance by setting robust quality standards, improving the driving process, monitoring compliance, and enhancing the overall customer experience. The ideal candidate will work closely with Sales Leadership, Training, and Operations to build a culture of continuous improvement and accountability.

Key Responsibilities

Strategic Quality Leadership

• Define and own the

  Inside Sales Quality Assurance (QA) framework

  , aligning with business goals and compliance mandates.
• Collaborate with Business Heads to integrate QA metrics into the

  sales performance dashboard

  and drive strategic decisions.

Call Quality Monitoring & Coaching

• Oversee the end-to-end

  call audit process

  , including listening, scoring, and analyzing sales calls.
• Identify key areas of improvement in communication, compliance, and sales pitch effectiveness.
• Lead a team of QAs or manage QA analysts, ensuring consistency and accuracy in evaluation.

Policy, SOP, and Compliance Management

• Design, implement, and govern quality policies,

  SOPs

  , and audit mechanisms.
• Ensure full compliance with

  medical education regulations

  , privacy laws, and internal protocols.
• Conduct periodic reviews and updates of policies based on regulatory changes.

Training, Enablement & Continuous Improvement

• Partner with L&D and Sales Trainers to create and deliver impactful

  training programs

  based on QA findings.
• Develop

  coaching strategies

  for underperformers and track post-coaching performance improvements.
• Introduce

  mystery audits

  , process walkthroughs, and feedback loops for continuous optimization.

Business Analytics & Reporting

• Generate weekly/monthly quality reports, highlighting

  trends, gaps, and actionable insights

  for leadership.
• Maintain and present

  Quality KPIs

  integrated into overall business dashboards.
• Use analytics to measure ROI of training, improvements, and quality interventions.

Required Skills & Experience

• 812 years

  of relevant experience in Quality Assurance / Quality Management, with a strong focus on Inside Sales.
• Prior experience in

  EdTech, Medical Education, Healthcare Sales

  , or similar regulated industries is highly preferred.
• Deep expertise in

  call quality frameworks, sales compliance, training, and coaching

  methodologies.
• Strong knowledge of

  CRM systems

  ,

  call monitoring tools

  , and reporting platforms (Excel, Power BI, etc.).
• Excellent written and verbal communication, stakeholder management, and leadership skills.
• Proven track record in driving process improvement initiatives across cross-functional teams.

Key Attributes

• Strategic mindset

  with operational execution capability.
• High attention to detail and strong

  analytical thinking

  .
• Strong ethical grounding and commitment to

  regulatory compliance

  .
• Effective

  change agent

  , capable of influencing sales behavior through insights and data.
• Ability to thrive in a

  fast-paced, high-growth EdTech environment

  .