Quality Assurance Manager

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.