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