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.

Originally posted on Himalayas