(Call Center & WhatsApp Sales – Kuwait Market | Travel Industry)

We are hiring a Quality Assurance Officer to ensure high-quality customer communication and sales performance across calls and WhatsApp channels, with a strong focus on the Kuwait market. The role is critical in enhancing customer experience, increasing conversion rates, and minimizing lost leads through structured quality management and data-driven insights.

Key Responsibilities

Quality Monitoring & Evaluation

• Monitor and evaluate daily sales calls and WhatsApp conversations targeting the Kuwait market.
• Assess performance using standardized scorecards and quality benchmarks.
• Ensure:
• Fast response time aligned with Kuwait customer expectations.
• Professional, polite, and culturally appropriate communication.
• Clear understanding of customer needs and delivery of suitable travel offers.
• Proper follow-up until booking confirmation.
• Full compliance with CRM and WhatsApp systems (tags, notes, and accurate documentation).

Analysis & Reporting

• Prepare weekly and monthly quality performance reports.
• Analyze lost leads and identify root causes affecting conversion within the Kuwait market.
• Identify recurring quality and sales-handling issues and their impact on revenue.
• Provide actionable, data-driven recommendations to improve sales effectiveness and customer engagement.

Performance Improvement & Training

• Identify individual and team performance gaps.
• Recommend and support targeted training programs, including:
• Soft Skills
• Sales & Objection Handling
• WhatsApp Selling Best Practices
• Monitor post-training performance and measure improvement against defined KPIs.

Compliance & Governance

• Ensure adherence to company policies, sales scripts, and communication guidelines.
• Verify accurate CRM data entry and WhatsApp tagging across all interactions.
• Escalate repeated non-compliance cases and support management in performance evaluations.

Stakeholder Collaboration

• Work closely with Sales Managers and HR to support performance management decisions.
• Act as a quality partner by providing insights that drive continuous improvement and sustainable sales growth.

Role Impact

The Quality Assurance Officer is a strategic partner in driving sales excellence, not a purely audit-focused role.

• Success is measured by improved conversion rates, reduced lost leads, enhanced customer satisfaction, and measurable revenue impact in the Kuwait market.
  

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