About the role
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