Sales Quality & Excellence Owner

General Duties and Responsibilities

• Define, implement, and maintain enterprise-wide sales quality frameworks, standards, and methodologies for both onshore and offshore teams.
• Monitor, evaluate, and optimize the quality of sales interactions including calls, emails, and operational processes across all locations, ensuring compliance with SLAs and performance standards.
• Conduct QA audits, calibrations, and performance reviews to drive consistency and operational excellence across onshore and offshore operations.
• Collect and analyze Voice of the Customer insights from both onshore and offshore channels to identify execution gaps, revenue leakage, and improvement opportunities.
• Develop and maintain SOPs, scorecards, and reporting to support transparency, accountability, and continuous improvement for all teams.
• Partner with Operations, Training, and cross-functional stakeholders to implement scalable process improvements across onshore and offshore locations.
• Work directly with offshore team supervisors to ensure adherence to SLAs, KPIs, and quality standards.
• Plan and optimize team capacity, resource allocation, and workflows to maximize efficiency and effectiveness across global operations.
• Reinforce best practices with team leads, supervisors, and staff both onshore and offshore to maintain standards and drive high-quality performance.
• Ensure all activities enhance the customer experience and contribute to revenue growth, productivity, and organizational stability across all teams.

Qualifications

• Bachelor’s degree in Business, Operations, Quality Management, or a related field, or equivalent practical experience.
• 5+ years of experience in sales quality, operations, enablement, or process improvement, ideally in a fast-paced, technology-driven electronics distribution or B2B environment.
• Proven ability to define and implement enterprise-wide sales quality frameworks, QA methodologies, scorecards, and SOPs across onshore and offshore teams.
• Strong understanding of SLA/KPI management, operational standards, and continuous improvement best practices, with a track record of driving alignment across multiple teams.
• Exceptional analytical, written, and verbal communication skills, able to translate data and insights into actionable recommendations.
• Experience reviewing sales interactions, conducting QA audits, calibrations, and coaching or reinforcing best practices with team leads and supervisors.
• Highly organized, detail-oriented, and capable of managing multiple priorities, projects, and operational initiatives simultaneously.
• Collaborative mindset with experience partnering with Operations, Training, IT, and business leaders to ensure successful execution and adherence to quality standards.
• Comfortable working in a fast-paced, results-driven environment, with the ability to adapt quickly while maintaining high standards.
• Proficient with business, reporting, and quality tools (e.g., Microsoft Office, CRM systems, QA platforms, LMS platforms).
• Data-driven and metrics-oriented, able to track QA performance, measure impact, and drive continuous improvement across onshore and offshore teams.

Personal Traits and Characteristics

• Accountable, reliable, and quality-focused with strong follow-through.
• Highly organized with excellent time management in fast-paced environments.
• Clear, persuasive communicator who simplifies complex concepts for onshore and offshore teams.
• Proactive, solution-oriented, and takes ownership from start to finish.
• Collaborative and able to build strong cross-functional relationships.
• Adaptable, resilient, and thrive in dynamic, innovation-driven environments.
• Analytical and metrics-driven, using data and feedback to drive continuous improvement.