Sales Quality & Process Coordinator | Fully Remote | East & Southern Africa
About this role
About the Role
African Safari Group is looking for an experienced Sales Quality & Process Coordinator with a strong background in the luxury safari and travel industry.
This is not a general administrative or call centre quality assurance position. We are looking for someone who understands the safari industry, has first-hand experience with the luxury travel sales process, and knows what it takes to convert an enquiry into a confirmed safari booking.
The successful candidate will work closely with our Southern and Eastern Africa Sales Managers, supporting the performance, quality and development of our sales consultants.
You will be responsible for evaluating sales conversations, identifying opportunities to improve consultant performance, analysing lost leads, reviewing sales processes and ensuring that our consultants are following the correct procedures while delivering an exceptional client experience.
You must understand the relationship between product knowledge, client engagement, itinerary building, pricing, follow-ups and ultimately closing a sale.
Key Responsibilities
1. Sales Quality & Call Analysis
- Listen to and evaluate consultant sales calls to assess sales techniques, client engagement and overall quality.
- Identify opportunities to improve rapport building, questioning techniques, client needs analysis and closing techniques.
- Provide constructive, practical feedback to consultants and identify areas requiring additional coaching.
- Develop and maintain call quality standards and sales evaluation criteria.
- Work alongside the Sales Managers to identify recurring performance gaps.
2. Sales Process & Performance Improvement
- Evaluate the full sales journey, from initial enquiry through to provisional booking and confirmed sale.
- Ensure consultants are following the correct sales processes and procedures.
- Identify inefficiencies, bottlenecks and missed opportunities within the sales process.
- Review how consultants manage enquiries, follow-ups, quotations and client communication.
- Recommend improvements to increase conversion rates and improve the overall client experience.
3. Lost Lead & Conversion Analysis
- Investigate lost leads and identify the reasons behind unsuccessful conversions.
- Analyse CRM data, consultant activity and client communication to establish where potential sales opportunities were lost.
- Identify trends relating to pricing, response times, product knowledge, client engagement and follow-up practices.
- Provide actionable insights to Sales Managers to improve team conversion rates.
4. Itinerary & Sales Quality Reviews
- Review newly created consultant itineraries to ensure accuracy, quality and adherence to company standards.
- Assist with reviewing invoices and quotations where required.
- Identify errors, inconsistencies and opportunities to improve the quality of proposals presented to clients.
- Ensure consultants are presenting itineraries that meet the expectations of the luxury safari market.
5. Consultant Development & Coaching
- Assist with call training and ongoing sales development.
- Identify consultants who require additional support and recommend targeted training.
- Help develop call scripts, sales guidelines, quality checklists and best-practice resources.
- Share successful sales techniques and examples with the wider sales team.
- Work closely with the Sales Managers to improve consultant confidence, sales ability and consistency.
6. Reporting & Analysis
- Compile regular reports on call quality, sales processes, lost leads and recurring performance trends.
- Analyse CRM and communication data to identify areas of improvement.
- Present findings and recommendations to the Sales Managers.
- Track whether implemented process improvements are delivering measurable results.
Requirements
About the Role
African Safari Group is looking for an experienced Sales Quality & Process Coordinator with a strong background in the luxury safari and travel industry.
This is not a general administrative or call centre quality assurance position. We are looking for someone who understands the safari industry, has first-hand experience with the luxury travel sales process, and knows what it takes to convert an enquiry into a confirmed safari booking.
The successful candidate will work closely with our Southern and Eastern Africa Sales Managers, supporting the performance, quality and development of our sales consultants.
You will be responsible for evaluating sales conversations, identifying opportunities to improve consultant performance, analysing lost leads, reviewing sales processes and ensuring that our consultants are following the correct procedures while delivering an exceptional client experience.
You must understand the relationship between product knowledge, client engagement, itinerary building, pricing, follow-ups and ultimately closing a sale.
Key Responsibilities
1. Sales Quality & Call Analysis
- Listen to and evaluate consultant sales calls to assess sales techniques, client engagement and overall quality.
- Identify opportunities to improve rapport building, questioning techniques, client needs analysis and closing techniques.
- Provide constructive, practical feedback to consultants and identify areas requiring additional coaching.
- Develop and maintain call quality standards and sales evaluation criteria.
- Work alongside the Sales Managers to identify recurring performance gaps.
2. Sales Process & Performance Improvement
- Evaluate the full sales journey, from initial enquiry through to provisional booking and confirmed sale.
- Ensure consultants are following the correct sales processes and procedures.
- Identify inefficiencies, bottlenecks and missed opportunities within the sales process.
- Review how consultants manage enquiries, follow-ups, quotations and client communication.
- Recommend improvements to increase conversion rates and improve the overall client experience.
3. Lost Lead & Conversion Analysis
- Investigate lost leads and identify the reasons behind unsuccessful conversions.
- Analyse CRM data, consultant activity and client communication to establish where potential sales opportunities were lost.
- Identify trends relating to pricing, response times, product knowledge, client engagement and follow-up practices.
- Provide actionable insights to Sales Managers to improve team conversion rates.
4. Itinerary & Sales Quality Reviews
- Review newly created consultant itineraries to ensure accuracy, quality and adherence to company standards.
- Assist with reviewing invoices and quotations where required.
- Identify errors, inconsistencies and opportunities to improve the quality of proposals presented to clients.
- Ensure consultants are presenting itineraries that meet the expectations of the luxury safari market.
5. Consultant Development & Coaching
- Assist with call training and ongoing sales development.
- Identify consultants who require additional support and recommend targeted training.
- Help develop call scripts, sales guidelines, quality checklists and best-practice resources.
- Share successful sales techniques and examples with the wider sales team.
- Work closely with the Sales Managers to improve consultant confidence, sales ability and consistency.
6. Reporting & Analysis
- Compile regular reports on call quality, sales processes, lost leads and recurring performance trends.
- Analyse CRM and communication data to identify areas of improvement.
- Present findings and recommendations to the Sales Managers.
- Track whether implemented process improvements are delivering measurable results.
Minimum Requirements
Industry Experience – Non-negotiable
- Previous experience within the safari, luxury travel or African tourism industry.
- A strong understanding of the African safari product, including lodges, destinations, safari experiences and travel itineraries.
- Previous experience working directly with the sales process within a safari operator, luxury tour operator or relevant travel business.
- Understanding of how luxury safari enquiries are managed, quoted, converted and booked.
- Experience working with high-end international clients.
Sales Experience
- Proven understanding of consultative sales and the full sales lifecycle.
- Experience with client relationship management, lead management and sales conversion.
- Strong understanding of sales techniques, objection handling, follow-up strategies and closing.
- Ability to identify weaknesses in a sales conversation and provide meaningful feedback.
Additional Skills
- Strong analytical skills with the ability to interpret sales data and identify trends.
- Excellent verbal and written communication skills.
- Strong attention to detail.
- Confident in providing feedback and challenging existing processes where necessary.
- Comfortable working with CRM systems and analysing client communication records.
- Highly organised with the ability to manage multiple priorities independently.
- Proactive, solutions-driven and commercially minded.
The Ideal Candidate
The ideal candidate is someone who has worked within the safari industry and understands the realities of selling luxury African travel.
You may have previously worked as a senior safari consultant, sales team leader, sales manager, reservations manager or sales quality specialist within a safari or luxury travel business.
You understand what a good sales conversation sounds like, what makes a strong safari itinerary, why clients choose one operator over another, and where sales consultants can lose opportunities.
You are commercially minded, analytical and passionate about improving sales performance.
We are looking for someone who understands the business of selling safaris, not simply someone who knows how to monitor calls or compile reports.
Originally posted on Himalayas
