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 ResponsibilitiesMonitor, evaluate, and score inbound/outbound sales calls against defined quality and performance standardsProvide constructive feedback, coaching, and guidance to sales agents to improve call quality, objection handling, and conversion ratesTrack, analyse, and report on QA performance metrics to identify trends, training needs, and process improvementsEnsure all calls comply with company policies, sales scripts, and regulatory guidelinesWork closely with Sales, Operations, and Training teams to develop improvement plans and drive consistent service qualityRecommend process enhancements and best practices to boost customer experience and sales performancePrepare and present detailed QA and performance reports to senior managementRequirementsProven experience in Quality Assurance, Sales Coaching, or Team Performance Management within a sales-driven or travel industry contact centreStrong understanding of sales processes, conversion optimisation, and objection handling techniquesExcellent communication, coaching, and interpersonal skillsHigh attention to detail with strong analytical and problem-solving abilitiesProficiency in CRM systems, call monitoring tools, and performance reportingAbility to work effectively in a fast-paced, target-driven environmentSalary & BenefitsCompetitive salary and performance incentivesCareer growth opportunities within a leading travel brandSupportive and dynamic work environmentIf you are interested, please send your CV to jobs@mindplus.global or apply below.Originally posted on Himalayas