Sales Quality Analyst - Internal

Job summary

Evaluate recorded sales calls and client interactions against quality, sales, process, and compliance standards, and provide objective feedback to support employee development. Analyze performance and client feedback trends, prepare reports, identify improvement opportunities, and contribute to quality standards, scorecards, and processes.

Job details

Application Deadline: Monday October 26 The Business Optimization team focuses on improving quality, consistency, and overall performance across Kensington. The Quality Assurance team supports this by evaluating client interactions, identifying trends and opportunities, and providing insights that support employee development, operational improvement, and the overall client experience. This role will work closely with Kensington teams, especially the Quality Assurance team, to ensure sales interactions meet Kensington’s quality, sales, and client experience standards through ongoing evaluation, trend analysis, and performance insights. The Sales Quality Analyst may support Kensington Air sales, Kensington Travel sales, and other sales channels as required. Key Responsibilities Quality Assurance & Compliance Review an agreed-upon sample of recorded sales calls and client interactions. Evaluate interactions against established Kensington quality and sales standards. Ensure adherence to applicable SOPs, processes, and compliance requirements. Support the ongoing development and improvement of quality standards, scorecards, and SOPs. Participate in calibration sessions to ensure consistency across evaluations. Reflect on personal approaches and standards to make changes based on feedback from calibration sessions. Performance Evaluation & Coaching Support Use established metrics and evaluation criteria to assess employee performance. Provide objective and constructive feedback based on evaluation findings. Identify trends, recurring opportunities, and areas requiring additional coaching or training. Partner with the leadership team and Learning & Development to support employee development and performance improvement. Identify and share examples of strong sales behaviours and best practices. Reporting Prepare weekly, monthly and quarterly reporting on quality performance and trends. Identify patterns and provide insights into opportunities impacting sales performance and client experience. Escalate significant quality, compliance, or performance concerns as appropriate. Support the Quality Manager with additional analysis and reporting as required. Continuous Improvement Support the development and maintenance of Quality Evaluation Forms across supported sales channels. Participate in quality and performance improvement initiatives. Review client feedback and quality trends to identify opportunities for improvement. Assist with the development and testing of new quality processes, workflows, and initiatives. Skills & Competencies Strong sales knowledge and understanding of the client sales journey. Strong analytical and critical-thinking skills. Excellent written and verbal communication skills. High attention to detail and accuracy. Strong organizational and time-management skills. Ability to remain objective and consistent when evaluating performance. Strong interpersonal and collaboration skills. Professional, adaptable, and comfortable working in an evolving environment. Ability to reason through ambiguity and demonstrate ownership when the path forward can be unclear. Strong customer-focused mindset. Qualifications Sales experience and knowledge required; Air & Travel Specialist training required and will be provided. Previous travel industry experience is an asset. Demonstrated sales knowledge and understanding of sales best practices. Strong understanding of Kensington products, processes, and client experience expectations (training will be provided). Previous experience in Sales, Air, Coaching, Training, or Quality Assurance is considered an asset. Strong performance and quality results within current or previous roles. Please speak to your manager before applying.

What you’ll do

Evaluate recorded sales calls and client interactions against quality, sales, process, and compliance standards, and provide objective feedback to support employee development. Analyze performance and client feedback trends, prepare reports, identify improvement opportunities, and contribute to quality standards, scorecards, and processes.

Requirements

Sales experience and knowledge of sales best practices are required, and Air and Travel Specialist training will be provided. Strong analytical, communication, organizational, and customer-focused skills are needed; travel industry experience and prior work in sales, air, coaching, training, or quality assurance are assets.

Listed skills

• Critical Thinking · Preferred
• written communication · Preferred
• Attention to detail · Preferred
• Organization · Preferred
• Time management · Preferred
• interpersonal skills · Preferred
• Collaboration · Preferred
• adaptability · Preferred
• Problem solving · Preferred
• Quality assurance · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Sales Knowledge
• Analytical Thinking
• Critical Thinking
• Written Communication
• Verbal Communication
• Attention To Detail
• Organization
• Time Management
• Objective Evaluation
• Interpersonal Skills
• Collaboration
• Adaptability
• Problem-Solving
• Customer Focus
• Quality Assurance
• Performance Analysis
• Constructive Feedback
• Workflow Management
• Customer Service
• Continuous Improvement Process
• Training And Development
• Employee Performance Management
• Sales
• Leadership
• Performance Improvement
• Performance Review
• Phone Sales
• Quality Management
• Quarterly Finance Reports
• Coaching
• Trend Analysis
• Verbal Communication Skills
• Detail Oriented

Job areas

• Sales
• Data & Analytics
• Customer Service & Support
• Management & Leadership
• Hospitality
• Claims Quality Analyst
• Quality Assurance Specialist
• Product Graders and Testers (except Foods and Beverages)
• Inspectors, Testers, Sorters, Samplers, and Weighers

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