Sales Quality & Process Coordinator - Fully Remote - East & Southern Africa

Job description

Key Responsibilities

Quality Assurance & Process Compliance Review consultants' quotes for accuracy, destination expertise, and alignment with company quality standards.
Audit confirmed bookings to ensure procedures are properly followed and documentation is complete.
Ensure consultants consistently follow the company's defined sales process and correctly utilize all tools, templates, and systems.
Listen to sales calls to assess quality, tone, engagement, and compliance with brand expectations.
Perform call tracking and auditing, providing feedback and identifying trends for improvement.
Operational Support & Best Practices Guide consultants on how to send invoices, which templates to use, and what booking information is required.
Ensure consultants follow proper procedures when confirming bookings with suppliers, including best practices for accuracy and timelines.
Act as a point of contact for escalation procedures when issues arise during the sales or confirmation process.
Work closely with the finance and operations teams to streamline the handover process from sales to post-sale support.
Be the bridge between sales performance and operational excellence, ensuring cohesion between teams and consistent delivery across the client journey.

Soft Skills & Attributes

Strong enforcer of standards while remaining approachable and respectful.
Conflict management skills to navigate pushback, miscommunication, or non-compliance constructively.
Coaching mindset with the ability to guide consultants without micromanaging.
Diplomatic communicator who can deliver feedback clearly and positively.
Detail-oriented, analytical, and process-driven, with a passion for getting things right.
Ability to work collaboratively across departments and build trust among diverse teams.
Naturally assertive with the tact to enforce compliance while supporting team morale.

Requirements

Proven experience in quality assurance, operations coordination, or sales support in the travel or hospitality industry.
Strong attention to detail and familiarity with quoting and booking systems.
Excellent communication and interpersonal skills for providing constructive feedback.
Process-driven mindset with the ability to enforce compliance and uphold standards.
Experience working with CRMs, booking platforms, and sales call recording tools.
Knowledge of safari travel and African destinations is highly advantageous.

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