Sales Quality Analyst in Toronto

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.
• 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.
• 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.
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