Call Centre Quality Assurance Analyst and Coach in Your Golf Travel 2022 at London, England, United Kingdom

Website Your Golf Travel

This Job Listing is about Your Golf Travel in London, England, United Kingdom 2022
Part of the Palatinate Group, Your Golf Travel is the World’s largest golf travel business, offering golf breaks and golf holidays to over 3,000 destinations in 22 countries throughout the UK, Ireland, Europe and the Rest of the World. Since our inception in 2004 we have experienced rapid growth and are now a team of over 150 based out of our London and Brighton offices, sending over 200,000 travellers away each year. Along the way we have built some truly amazing relationships with our suppliers and customers, have developed a huge range of incredible travel products and experiences, won countless awards…and we are just getting started!

What makes us unique? Our people. Our employees are the life of our business and by joining our team you will become part of the most talented, ambitious passionate, collaborative and entrepreneurial team in golf travel as we continue to make huge waves in the market and further our position as the world’s leading golf travel company.

The Role

The role of a Quality Assurance Analyst and Coach will be to support Your Golf Travel in the objective to maximise sales and deliver exceptional customer service on all calls.

We are currently looking to recruit a Quality Analyst to manage and support the development of the quality of call and standards within the Contact Centre. You will be ensuring that the quality of the customer contacts is regularly and robustly assessed and that all staff possess the capability to meet the contact centre’s service standards and key performance indicators with a particular focus on sales conversion.

Key Responsibilities

  • Ensure an adequate level of QA monitoring is completed, maintained and documented across all active departments to deliver consistency of service
  • Monitor calls, emails, CRM usage and live chats via Remote, Live, side-by-side and recording platforms
  • Regularly review current QA practices, processes and reports across all departments and to ensure changes are communicated clearly and understood by all involved
  • Work with Customer Service departments to undertake root cause analysis of complaints and suggest process or training enhancements to avoid a repeat
  • Validate compliance adherence around PCI and data capture, and review all existing processes and make recommendations for improvement
  • Provide direct feedback to applicable staff with clear direction on how to improve sales performance. This will be achieved through documented coaching and necessitates adapting your style of delivery to match the ability of the individual(s) being coached.
  • Collate, compose and manage the distribution and filing of formal QA reports to ensure this information is available at all times
  • Host regular quality meetings with the management team with analysis and solutions to improve sales performance
  • Deliver bespoke coaching / training sessions to groups where required including induction and specific sales tips and techniques
  • Maintain an excellent level of product knowledge and ensure all staff are kept informed of changes or amendments
  • Own the quality process, assessment forms and reports


  • You will need to be a confident coach and somebody that can stand in front of a sales team or a customer service individual to deliver clear, accurate and confident coaching/training off the back of your findings.
  • You will need to be self motivated and innovative as you will be the lead for all matters relating to quality assurance in the department and will spend the majority of your time listening to calls and analysing trends and providing feedback to sales managers and executives to improve performance.
  • Able to define ‘quality’ in contact centre and convert the results into tangible quality monitoring framework and increase sales performance
  • You will have call centre or travel experience, or possess an experienced sales background with a passion for golf
  • Great attention to detail with clear and sound written and verbal communication
  • You will be well organised, self-motivated and possess strong business acumen


  • £32k per annum
  • Structured training and personalised development plans, with a great opportunity to progress
  • Honest feedback and coaching sessions
  • Familiarisation trips to our venues in the UK and overseas
  • Discounts on our golf holidays, flights, hotels, airport parking and VIP airport lounges
  • Great partner discounts with brands including Taylormade, UnderArmour, Ping
  • Subsidised health club membership
  • Access to a funded employee assistance programme, proving professional and confidential support with mental and physical wellbeing.
  • 25 days annual Leave

Company: Your Golf Travel
Vacancy Type: Full Time
Job Location: London, England, United Kingdom
Application Deadline: N/A

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