Lead Associate - Quality (Travel/Hospitality Process) - Pune

Job Description:

Roles & Responsibilities

Support Quality Managers in achieving sales quality SLAs and performance targets.

Conduct sales call monitoring / audits as per defined sample size, scorecards, and client requirements.

Evaluate sales interactions for:

• Pitch accuracy and value proposition
• Discovery and need analysis
• Objection handling
• Product knowledge and disclosures
• Compliance, ethics, and mis-selling risks
• Closure effectiveness

Provide timely, actionable, and coaching-oriented feedback to sales agents.

Ensure complete and accurate documentation of quality findings and feedback.

Identify recurring gaps and publish Training Need Identification (TNI) for sales skills and compliance.

Partner with Operations, Training, and Business teams to drive corrective and preventive actions.

Publish and maintain weekly quality dashboards highlighting trends, risks, and improvement areas.

Ensure adherence to sales process guidelines, regulatory standards, and client-defined quality parameters.

Contribute to initiatives aimed at improving conversion quality, customer trust, and revenue protection.

Effectively utilize quality resources to meet customer expectations and business goals.

⮚ Publishing TNI

⮚ Publishing weekly dashboard

Qualifications

Sales Quality & Functional Skills

Strong understanding of sales processes and sales lifecycle.

Proven experience in sales call auditing / quality evaluation.

Ability to identify conversion-impacting behaviors and mis-selling risks.

Strong analytical skills with attention to root-cause analysis.

Effective time management and prioritization skills.

Behavioral & Communication Skills

Excellent verbal and written communication skills.

Strong coaching, mentoring, and feedback delivery capability for sales teams.

Effective conflict management and stakeholder handling.

Strong interpersonal and people management skills.

High attention to detail with a quality and compliance mindset.