Quality Control

The Quality Control (QC) for Sales is responsible for mitigating business and customer risk by owning regional quality control operations across call monitoring, call scorecards (AI + manual), and escalation coordination. This role partners closely with Sales Management, Sales Enablement, and Quality Improvement Leads to identify performance gaps for high risk populations and drive timely resolution of high-risk issues surfaced through customer interactions.

1) Escalation & Risk Coordination

● Own the regional escalation framework and intake process: identification, review, prioritization and stakeholder mapping.

● Coordinate stakeholders for timely completion of escalation resolution and documentation.

● Maintain escalation documentation and ensure compliance with internal rocesses.

2) High-Risk Auditing

● Manually audit recorded calls for targeted cohorts (e.g., low-performing sellers, ramping sellers, high-risk accounts).

● Participate in internal team calibrations to QC scorecard, ensuring global alignment of assessment

● Deliver monthly reporting on high-risk cohort scorecard trends

○ Identify any systemic issues (process gaps, tooling friction, unclear policy, training needs) based on high-risk scorecard and escalation trends

● Deliver Improvement Analyses for targeted, high-risk individuals

○ Using metric data - identify the behaviors where 1:1 coaching would be most

impactful for an individual seller

3) Gong Management

● Support Sales Leadership team in adoption and ongoing use of Gong Call Recording and scorecard reporting tools.

● Highlight bugs or discrepancies within the Gong tool, and follow up on resolution of bugs.

4) Stakeholder Management & Governance

● Partner with Sales Managers to integrate QC outputs into coaching rhythms and performance management.

● 5+ years in Sales Ops, Sales Enablement, Quality/Compliance, Customer Success Ops, or related roles (or equivalent experience)

● Demonstrated experience running quality programs: audits, scorecards, QA/QC workflows, and stakeholder governance

● Strong cross-functional coordination skills; ability to run triage and drive closures without direct authority

● Analytical fluency: able to interpret trends, build basic dashboards, and use data to prioritize (Excel/Sheets required)

● Excellent written and verbal communication; can synthesize findings into clear actions for leaders and frontline managers

● Comfort working with ambiguity

Preferred Qualifications

● Experience with conversation intelligence tools, transcript-based QA, or AI evaluation workflows

● Familiarity with Calibration/Reliability concepts, sampling strategy, and AI model monitoring

● Experience in ads, marketing technology, or B2B platform sales environments

● Project management experience (Asana/Jira) and change management across a sales org

● Risk management mindset (customer + compliance + operational)

● Process design and operational rigor

● Stakeholder leadership and influence

● High judgment handling sensitive escalations

● Systems thinking and continuous improvement

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.