Quality Assurance Manager

MindPlus (Pvt) Ltd; United States; Remote; USD 85,000 - 115,000; Full time

Job summary

MindPlus (Pvt) Ltd is seeking a Quality & Performance Manager for its contact centre to lead QA, drive sales conversion, and ensure regulatory compliance across inbound and outbound calls. The role focuses on coaching agents, analyzing QA data, and implementing process improvements to boost customer experience and sales results.

The ideal candidate will have strong QA and coaching experience in a fast-paced, target-driven contact centre within travel or sales-focused environments, with

Qualifications

• Proven experience in QA, sales coaching, or team performance 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.

Responsibilities

• Monitor, evaluate, and score inbound/outbound sales calls against quality and performance standards.
• Provide coaching to agents to improve call quality, objection handling, and conversion rates.
• Track, analyse, and report QA performance metrics to identify trends and training needs.
• Ensure calls comply with policies, scripts, and regulatory guidelines.
• Collaborate with Sales, Operations, and Training to drive improvements in service quality.
• Recommend process enhancements to boost customer experience and sales performance.
• Prepare and present QA and performance reports to senior management.

Skills

Quality Assurance

Sales coaching

Team performance management

Tools

CRM systems

Job description

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