Job Description

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.

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Key Responsibilities

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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.

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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

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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.