Sales Quality & Process Coordinator | Fully Remote | East & Southern Africa

African Safari Group

5d•Remote

About The Position

African Safari Group is seeking an experienced Sales Quality & Process Coordinator with a strong background in the luxury safari and travel industry. This role is focused on improving the performance, quality and development of sales consultants—not general administration or call-centre quality assurance. The coordinator will work closely with the Southern and Eastern Africa Sales Managers to evaluate sales conversations, analyse lost leads, review sales processes and help ensure consultants follow procedures while delivering an exceptional client experience. The role requires an understanding of how product knowledge, client engagement, itinerary building, pricing and follow-up contribute to converting an enquiry into a confirmed safari booking. It includes reviewing sales calls and itineraries, analysing CRM and communication data, providing practical feedback and coaching, recommending process improvements, and reporting on performance trends and results.

Requirements

Previous experience in the safari, luxury travel or African tourism industry.
Strong understanding of African safari products, including lodges, destinations, safari experiences and travel itineraries.
Previous direct experience with the sales process in 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.
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 sales conversations and provide meaningful feedback.
Strong analytical skills, including the ability to interpret sales data and identify trends.
Excellent verbal and written communication skills.
Strong attention to detail.
Confidence providing feedback and challenging existing processes where necessary.
Comfort 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.

Nice To Haves

Previous experience as a senior safari consultant, sales team leader, sales manager, reservations manager or sales quality specialist within a safari or luxury travel business.

Responsibilities

Listen to and evaluate consultant sales calls, assessing sales techniques, client engagement and overall quality.
Identify opportunities to improve rapport building, questioning, client needs analysis and closing techniques; provide constructive feedback and identify coaching needs.
Develop and maintain call-quality standards and sales-evaluation criteria, and work with Sales Managers to identify recurring performance gaps.
Evaluate the sales journey from initial enquiry through provisional booking and confirmed sale, ensuring consultants follow the correct processes and procedures.
Identify inefficiencies, bottlenecks and missed opportunities; review enquiry handling, follow-ups, quotations and client communication; recommend improvements to conversion rates and the client experience.
Investigate lost leads and analyse CRM data, consultant activity and client communications to identify why potential sales were lost.
Identify conversion trends related to pricing, response times, product knowledge, client engagement and follow-up practices, and provide actionable insights to Sales Managers.
Review newly created itineraries for accuracy, quality and adherence to company standards; assist with reviewing invoices and quotations when required.
Identify errors, inconsistencies and ways to improve client proposals, ensuring itineraries meet luxury safari market expectations.
Assist with call training and ongoing sales development; identify consultants needing support and recommend targeted training.
Help develop call scripts, sales guidelines, quality checklists and best-practice resources; share successful sales techniques with the wider sales team.
Work with Sales Managers to improve consultant confidence, sales ability and consistency.
Compile regular reports on call quality, sales processes, lost leads and performance trends; analyse CRM and communication data, present findings and recommendations, and track the measurable results of process improvements.