Overview
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.
Does This Sound Like You?
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.
Responsibilities
Sales Conversation Performance & Insight Development
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.
Quality Strategy & Framework Development
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 objective and success.
Performance Strategy & Leadership Guidance
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.
Cross-Functional Partnership
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.
Experimentation, Testing & Continuous Improvement
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
Required Experience
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 sales QA models.
Strong analytical and storytelling skills - able to translate insights into targeted actions for coaching, training, product, or operational improvement.
Demonstrated experience influencing cross-functional leaders and driving measurable improvements.
Comfort working in dynamic, ambiguous environments and building structure from scratch.
Preferred Experience
Experience supporting or scaling sales quality programs in inbound / outbound sales teams.
Familiarity with conversation intelligence tools (Gong, Observe.AI, NICE, Talkdesk, Five9).
Experience partnering with Contact Center BPOs, training, enablement, product, or operations teams.
Background in sales quality, sales coaching, conversation intelligence, or performance strategy.
Qualifications
Proven experience in Quality Assurance leadership, with strong focus on sales and customer experience.
Deep understanding of sales processes, quality frameworks, and customer experience drivers.
Ability to identify and validate sales behaviors that drive conversion and retention.
Strong record of leveraging customer insights and QA reporting to influence strategy and outcomes.
Experience collaborating with Enablement, Sales, and Customer Success to improve agent performance.
Track record of building or scaling new functions or teams preferred.
Excellent cross-functional influence, analytical, and communication skills.
Ability to travel 25% of the time
Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits (https://www.intuit.com/careers/benefits/full-time-employees/) ). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is:
Atlanta, GA: $137,500.00 $161,480.00 $185,500.00
Plano, TX: $137,500.00 $161,480.00 $185,500.00
Los Angeles, CA: $159,000.00 $186,898.00 $215,000.00
Mountain View, CA: $164,500.00 $193,537.00 $222,500.00
New York, NY: $155,500.00 $182,849.00 $210,500.00
Reno, NV: $137,500.00 $161,480.00 $185,500.00
San Diego, CA: $159,000.00 $186,898.00 $215,000.00
San Francisco, CA: $164,500.00 $193,537.00 $222,500.00
Tucson, AZ: $137,500.00 $161,480.00 $185,500.00
EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.
