Sales Quality & Process Coordinator

We are a premier safari travel company dedicated to curating exceptional bespoke experiences for our global clientele. To maintain the highest levels of service and operational excellence, we are hiring a Sales Quality & Process Coordinator to oversee quality assurance, process compliance, and day-to-day sales operations support.

This role is pivotal in ensuring our sales consultants deliver accurate, high-quality quotes and confirmed bookings while adhering strictly to our internal standards and procedures.

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.

Requirements

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.