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
