**Summary:** We are seeking a strategic, analytical Quality Lead to own Sales Quality process and performance for our SMB Sales teams. The person will inform leadership decisions and elevate the outsourced sales team to higher performance. This position will be focused on identifying strategic opportunities, driving operational excellence and influencing cross-functional partners to improve the overall customer experience, Sales and enable small business growth. The ideal candidate will combine high empathy for small business owners using the Meta family of apps; understanding of sales teams; a keen eye for identifying process and workflow improvement opportunities; exceptional to drive results in collaborative, multi-stakeholder environments; a passion for rigorous planning and flawless execution; and a willingness to roll up their sleeves and execute the tactics which include call listening and shadowing Sales Agents. Success in this position requires critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. This position is full-time and located in our Sao Paulo Office. **Required Skills:** SMB Sales Quality Lead, LatAm Responsibilities: 1. Ensure Quality Assurance teams execute on coaching and audit expectations. Monitor effectiveness of quality initiatives, identify gaps and implement actions with vendors. 2. Manage the process and framework for gathering customer experience inputs and insights for our centralized sales programs. 3. Deliver strategic recommendations to business and cross-functional teams to enable small business growth across Meta’s platforms e.g. customer journey mapping, product recommendations 4. Chair large quality assurance calibration sessions with internal stakeholders and vendors, resolving differences and providing clarity to drive alignment 5. Build relationships and drive alignment across multiple cross-functional partners to ensure a consistent cross-channel experience across segments. 6. Represent the voice of the customer internally by connecting research, data, and qualitative evidence to influence teams to action. 7. Monitor outsourced partners compliance, adherence, and productivity. 8. Manage independent auditing programs and workforces. 9. Utilize multiple customer listening posts (surveys, customer verbatim, focus groups, social media, call listening, agent shadowing etc.) to create a more reliable and sensitive customer feedback signal. 10. Develop and assess customer experience through direct contact interactions and trend analysis. 11. Sync with outsourced vendor partners to share insights, identify focus areas, and agree on actions. 12. Provide thought leadership and advocate for small businesses. **Minimum Qualifications:** Minimum Qualifications: 13. Bachelor’s Degree 14. 5+ years of work experience in consulting, vendor management, operational strategy or sales coaching 15. Experience communicating and presenting insights and recommendations to executive teams 16. Experience leading and influencing cross-functional teams and aligning partners to shared goals 17. Experience managing internal and external facing projects (sales development/strategy, training, communications, marketing, account management) 18. Operational and project management experience running strategic projects with cross-functional teams 19. Experience utilizing customer sentiment and call logs to define sales development opportunities within vendor partners 20. Experience shifting priorities, while maintaining organization and control 21. Portuguese and English Fluency **Preferred Qualifications:** Preferred Qualifications: 22. Spanish Fluency 23. Degree in Business or related field 24. Experience with inside sales, outsourced sales or account management capacity 25. Experience of sales-program quality assessment or sales development training 26. Advanced Data Analytics experience – familiarity with pivot tables, lookups, revenue trend analyses 27. Moderate SQL experience extracting data from large databases 28. Customer journey mapping and/or process mapping experience 29. Demonstrated work autonomously and proactively **Industry:** Internet