Sales Quality & Process Coordinator | Fully Remote

African Safari Group; Cape Town; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A premier safari travel company is hiring a Sales Quality & Process Coordinator to oversee quality assurance and process compliance. The role involves reviewing sales consultants’ quotes, auditing bookings, and guiding operational practices. Ideal candidates will have experience in quality assurance within the travel or hospitality industry, strong attention to detail, and excellent communication skills. This position ensures high-quality service delivery for clients while maintaining internal standards.

Qualifications

• Proven experience in quality assurance or operations coordination in travel or hospitality.
• Familiarity with quoting and booking systems.
• Strong communication skills for providing feedback.

Responsibilities

• Oversee quality assurance and process compliance in sales.
• Review consultants' quotes and confirmed bookings for accuracy.
• Guide consultants on proper procedures for bookings.

Skills

Attention to detail

Conflict management

Coaching mindset

Diplomatic communication

Collaborative skills

Analytical skills

Tools

CRMs

Booking platforms

Sales call recording tools

Job description

Overview

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.

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.

Qualifications

• 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.