Quality Assurance Manager
Quality Assurance Manager
Posted on :
14-08-2025
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1 Vacancy
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Job Description
Join a leading travel company with a high-performing contact centre that delivers exceptional service and sales support to customers worldwide. We are seeking an experienced Quality & Performance Manager to lead our contact centre QA function ensuring service excellence sales conversion optimisation and compliance across all inbound and outbound sales calls.
Key Responsibilities
- Monitor evaluate and score inbound/outbound sales calls against defined quality and performance standards
- Provide constructive feedback coaching and guidance to sales agents to improve call quality objection handling and conversion rates
- Track analyse and report on QA performance metrics to identify trends training needs and process improvements
- Ensure all calls comply with company policies sales scripts and regulatory guidelines
- Work closely with Sales Operations and Training teams to develop improvement plans and drive consistent service quality
- Recommend process enhancements and best practices to boost customer experience and sales performance
- Prepare and present detailed QA and performance reports to senior management
Requirements
- Proven experience in Quality Assurance Sales Coaching or Team Performance Management within a sales-driven or travel industry contact centre
- Strong understanding of sales processes conversion optimisation and objection handling techniques
- Excellent communication coaching and interpersonal skills
- High attention to detail with strong analytical and problem-solving abilities
- Proficiency in CRM systems call monitoring tools and performance reporting
- Ability to work effectively in a fast-paced target-driven environment
Salary & Benefits
- Competitive salary and performance incentives
- Career growth opportunities within a leading travel brand
- Supportive and dynamic work environment
If you are interested please send your CV to or apply below.
Employment Type
Full Time
Key Skills
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