Quality Assurance (QA) Specialist

Department: Sales Operations
Location: On-site

Role Overview
The Quality Assurance (QA) Specialist serves as the primary quality gatekeeper for the Sales Division, ensuring full compliance with internal CRM workflows and professional standards. The role is responsible for conducting fair and objective audits of agent interactions and technical documentation in order to maintain a high-end customer experience and support strong, consistent sales conversion performance.
By working closely with the Sales Supervisor and the Expert Division (GDS), the QA Specialist identifies performance gaps and provides data-driven insights to continuously improve lead conversion and sales execution.

The role ensures that:

• Leads are handled correctly
• Sales conversations follow LuxeSkies frameworks
• Experts receive clean and structured requests
• Conversion efficiency and brand reputation are protected

Key Responsibilities

Sales Interaction & Call Quality Control

• Audit sales calls for:
  - Needs discovery quality
  - Objection handling
  - Tone, credibility, and advisor-level communication
• Ensure agents follow approved sales frameworks and communication standards
• Verify that agents provide timely and relevant options or preliminary pricing guidance during client interactions
• Detect misrepresentation, overselling, or misleading statements

Lead Qualification & Sales Execution

• Audit lead qualification to ensure agents collect all mandatory customer and travel data points (dates, flexibility, airline preferences, purpose of travel, etc.)
• Validate that high-value and priority leads are handled with appropriate focus and discipline
• Identify weak qualification that results in lost sales or inefficient use of expert resources

CRM Workflow & Process Compliance

• Enforce timely lead handling and pipeline movement according to internal standards
• Ensure mandatory CRM notes exist after every call, message, or stage change
• Verify CRM data accuracy, task management, and follow-up discipline
• Audit “Closed – Lost” leads to ensure correct tagging and accurate loss reasons

Expert Division (GDS) Interaction Quality

• Audit “Note for Expert” submissions to ensure they are:
  - Structured
  - Factual
  - Free of assumptions
• Verify that price quotation records include all required technical and commercial details (fare type, base fare, routing logic, advanced ticketing methods)
• Monitor response discipline and communication quality between Sales and Experts to prevent delays and rework

Conversion & Funnel Optimization

• Track and analyze:
  - Reached vs Unreached leads
  - Lead-to-Quote conversion
  - PQ-to-Booking conversion
• Identify where in the funnel leads drop and why
• Provide actionable insights to improve:
  - Scripts
  - Follow-ups
  - Qualification logic

Risk & Reputation Protection

• Detect high-risk customer behavior
• Identify unrealistic or non-compliant promises
• Flag chargeback-risk communication
• Ensure customer expectations are set accurately and aligned with LuxeSkies’ actual service capabilities

Reporting & Performance Development

• Produce regular Request Processing and QA audits for the Sales Supervisor
• Generate agent-specific QA reports to support coaching, warnings, and performance reviews
• Identify trends, recurring mistakes, and systemic weaknesses

Performance Metrics & Targets

• CRM Compliance: 100% adherence to workflow, documentation, and process standards
• Lead Integrity: Every lead has an active task, documented outcome, and clear next step
• Audit Accuracy: Investigations are precise, structured, and actionable for management
• Conversion Impact: QA insights demonstrably support improvement in PQ-to-Booking and overall funnel performance

Required Experience & Skills

• Experience in sales, call centers, or customer-facing operations
• Strong understanding of sales processes and lead management
• Ability to evaluate conversations objectively and provide actionable feedback
• High attention to detail and strong analytical skills
• Comfortable working with CRM systems and call recording tools
• Experience in travel, aviation, or high-ticket sales is a strong advantage

What We Offer

• Competitive salary
• Performance-based bonus
• Opportunity to influence sales performance, conversion, and quality at scale
• Work in a fast-growing premium travel company