Sales & Conversion Quality Manager

Sales Performance & Conversion Quality Manager

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The Sales Performance & Conversion Quality Manager is a high-impact individual contributor who fundamentally understands how customer conversations influence decisions and outcomes in an inbound–outbound team environment. This role blends sales knowledge, behavioral insight, and conversation analysis to define what “good” looks like and to build the framework that improves performance across teams. The ideal candidate can break down customer conversations, isolate the moments that drive or derail conversion, identify where conversations fall short, and transform these insights into a structured, scalable quality framework.

This includes defining behavioral markers, shaping scoring logic (human and AI), identifying performance patterns across teams, and guiding leaders on where to focus for improved customer confidence and stronger business results.

• Can you listen to a sales call and immediately understand why a customer converted—and precisely which conversation behaviors influenced that positive outcome?
• Can you identify, define, and refine the behavioral markers that consistently separate high-performing sales calls from those that underperform?
• Can you take subjective call patterns and translate them into a scalable, data-driven framework that shapes training, AI scoring logic, processes, and program strategy?
• Can you advise senior leaders and cross-functional partners on exactly what needs to change, why performance is where it is, and what specific actions will drive measurable improvement?

If you are a strategic "builder" who thrives on turning unstructured conversations into quantifiable revenue growth, this high-impact, high-visibility role may be for you.

• Analyze inbound and outbound customer conversations to identify the behaviors that influence trust, decision-making, and conversion.
• Distinguish the moments in a call that drive positive outcomes — and where breakdowns occur.
• Connect conversation patterns with performance trends to identify root causes and recommend improvements.

• Own and evolve the sales and service QA strategy, integrating AI and human-led scoring to deliver insights that reflect the behaviors and moments that drive customer confidence and conversion.
• Define the behavioral and process markers that represent high-quality sales conversations and ensure the framework scales across teams and partners.
• Guide the design and use of the overall scoring model, including how evaluations are structured and which QA solutions best support program objectives and success.

• Advise stakeholders on what’s driving or hindering performance, and what actions will deliver measurable improvement.
• Identify opportunities across inbound, outbound, and follow-up workflows that impact conversion and customer confidence.
• Present insights clearly and influence leaders across Sales, Training, Product, and Operations.
• Help shape strategy for improving agent effectiveness, customer outcomes, and end-to-end sales performance.

• Collaborate with Contact Center BPOs, Training, Sales, Enablement, Product, and Operations to integrate insights into coaching, process updates, and experience improvements.
• Align stakeholders around behavioral expectations and quality standards that support performance uplift.

• Run A/B tests on conversational behaviors, scripts, coaching approaches, or process changes.
• Validate whether recommended behaviors drive improved conversion or experience.
• Measure and communicate the impact of changes, using both qualitative and quantitative insights.

• 5+ years in a sales-oriented contact center environment analyzing customer calls with proven ability to identify behavior-to-outcome patterns that drive sales performance.
• Experience building or using behavioral scorecards, conversation frameworks, or…