Position Description:We are seeking a detail-driven
Sales Quality & Excellence Owner to lead enterprise-wide sales quality, customer experience, and operational excellence. You will define the quality framework, establish standards, and monitor execution across onshore and offshore teams, ensuring consistent, high-quality interactions and operational performance. If you thrive on analyzing data, driving continuous improvement, and partnering with cross-functional teams to optimize processes, this is an opportunity to shape how Infinite Electronics delivers excellence at scale.
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.
Reports To: Director, Commercial Operations Physical Job Requirements:- Repetitive motion and routine use of the standard office equipment such as computers, telephones, copiers, and scanners.
- Sitting at a desk.
Environment: This role is based in a professional office environment and may require work during normal or extended business hours based on business needs.
Accommodation: Candidates for the position should be able to perform essential job duties in described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
