[Hiring] Sales Quality & Process Coordinator @African Safari Group

Role Description

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.
• 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.