Quality Assurance & Training Officer

About the role

The Quality Assurance & Training Officer will independently evaluate sales interactions and develop training programmes to raise performance standards across the organisation. This role combines rigorous QA auditing with the design and delivery of comprehensive sales training.

Key responsibilities

• Sample and review sales calls, WhatsApp conversations, CRM records, follow‑up quality and order‑confirmation processes.
• Assess each interaction against Bioharb’s quality standards and build a detailed QA scorecard covering professionalism, discovery, product knowledge, communication, objection handling, closing, compliance and customer protection.
• Conduct systematic call audits, targeting top performers, new hires, high‑value and cancelled orders, as well as atypical calls (very short, unusually long, failed deliveries, complaints).
• Analyse audit results to identify performance gaps and differentiate A‑players from other staff.
• Design, organise and deliver training on product knowledge, consultative selling, storytelling, objection handling, upselling, CRM usage, order accuracy, compliance and handling difficult customers.

Required profile

• 3–7+ years of experience in quality assurance, sales call quality, learning & development, contact‑centre QA or performance coaching.
• Proven ability to audit customer interactions and translate findings into actionable training.

Required skills

• CRM systems

What we offer

• Opportunity to shape quality standards in a fast‑growing healthcare company.
• Collaborative environment with a focus on continuous improvement.