Quality Assurance & Training Officer

Responsibilities:

The QA Officer should independently sample and review:

• Sales calls, WhatsApp conversations, CRM records, follow-up quality, order-confirmation processes and other relevant customer interactions.
• They should determine whether each interaction meets Bioharb's standards.

Build the sales QA scorecard:

• Opening & Professionalism — 10%,
• Customer, Discovery — 15%
• Product Knowledge — 15%,
• Communication & Persuasion — 15%
• ,Objection Handling — 15%,
• Closing & Order Accuracy — 10% ,
• Compliance & Customer Protection — 10% ,

Call Auditing:

• This person should not listen randomly without a methodology.
• Each closer gets a defined number of calls audited weekly/monthly.
• Deliberately audit top performers, bottom performers, new hires, high-value orders, and cancelled orders
• Audit failed deliveries, customer complaints, suspicious orders, very short calls, unusually long calls and high-return customers (This helps QA discover why results happen, not merely whether a script was followed.)

Find The Difference Between A-player and Everyone Else: QA should study your strongest performers and ask

Sales Training:

•  The officer should organise/develop training covering product knowledge, customer psychology, communication, discovery, consultative selling, storytelling, objection handling, closing, upselling, cross-selling, follow-up, CRM usage, order accuracy, customer empathy, compliance, approved health/product, communication, and handling difficult customers.

Requirements:

• 3–7+ years relevant experience.
• Quality Assurance, Sales Quality/Call Quality, Learning & Development, Sales Training, Contact Centre QA, Customer Experience
• Training and Performance Coaching.