Quality Assurance & Training Officer
Job summary
Bioharb Global is seeking a Quality Assurance & Training Officer responsible for ensuring employees consistently meet the company's required standards of knowledge. communication, process compliance, customer handling and job competence. The role will initially have a major focus on the DTC/Inside Sales Team, including closers and sales supervisors, while progressively supporting customer experience and other teams where quality assurance and structured training are required. This person will independently: Listen → Audit → Score → Identify Gaps → Train → Coach → Re-test → Certify → Track Improvement.
Job descriptions & requirements
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.
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