Sales Performance & Quality Manager
8 hours ago
Bristol
Overview We’re building the platform powering the future of UK homeownership. Backed by leading investors including HL Partnership, Better Group, Experian, the CEO of OakNorth and the former Chairman of Salesforce. We’ve spent the last four years building a category-defining platform helping more people access home ownership. Today, our technology powers end-to-end mortgage journeys at scale through partners like Experian, reaching millions of consumers. 🏆 British Bank Awards 2025 — Treating Customers Fairly ⭐ 4.9/5 Trustpilot (3,000+ reviews) The Role This is not a traditional QA role. This is an operational leadership position responsible for building and owning the control system behind sales performance, customer outcomes, and revenue integrity. You will work at the centre of the business alongside the CEO, CCO and Sales Leadership to ensure: • Customers receive the right outcomes, • Sales teams operate to consistently high standards, • Pipeline data is accurate and trusted, • Conversion is driven by quality, not just volume What You'll Own Call Quality, Coaching & Standards • Own the QA framework across all customer-facing sales teams, • Define and enforce what “great” looks like, • Ensure consistent, high-quality call observations across managers, • Calibrate scoring to eliminate subjectivity, • Embed coaching standards that directly improve performance Call Intelligence & Automation • Own and evolve our call intelligence strategy, • Build a framework combining:, • Sales effectiveness signals, • Compliance adherence Implement automated tracking across: • Keywords, phrases and behaviours, • Call scoring and sentiment, • Talk-time ratios, • Missed regulatory step Surface insight into: • Conversion-driving behaviours, • Coaching effectiveness, • Performance trends, • Compliance risks Loss Analysis & Pipeline Control • Own and evolve the end-to-end loss analysis framework, • Redesign case closure to eliminate “tick-box” behaviour Ensuring : • Every case exit is rigorously challenged, • Loss reasons are accurate and consistent, • Objection handling is evidenced before closure, • Deliver clear weekly and monthly insight into why revenue is won and lost, • Build and embed a manager challenge framework defining how pipeline is reviewed and what “good” looks like before a case is lost, • Drive a shift from passive to active management and accountability Pipeline Nurture Standards • Own weekly pipeline QA strategy across Sales Leadership, • Ensure every live case has a clear next action, owner, and timeline Define and enforce standards for: • Follow-up cadence, • Customer re-engagement, • Next-step booking discipline, • Drive consistent pipeline movement to reduce drop-off and increase conversion End-to-End Journey Quality Own quality across the full customer journey: • Mortgage Expert → Mortgage Advisor → Pre-App, • Application → Offer → Completion, • Define and enforce handoff standards between teams, • Identify and resolve where poor handoffs drive drop-offs, delays, lost revenue Performance Management Frameworks • Own oversight of end-to-end performance management frameworks from managers through to individual contributors, • Define clear expectations, targets, and accountability across all sales roles Standardise how performance is: • Measured, • Reviewed, • Acted on Embed consistent operating rhythms: • Weekly performance reviews, • Monthly performance tracking, • Structured intervention for underperformance Equip managers with frameworks to: • Challenge effectively, • Coach consistently, • Drive measurable improvement Ensure performance management directly links to: • Conversion, • Quality, • Revenue outcomes Retention & Save Strategy • Design and embed a structured retention layer, • Define when customers churning should be re-engaged, reworked, escalated Build playbooks for: • Competitor saves, • Rate objections, • Eligibility challenges Data & Reporting Define and own core sales quality and performance dashboards ensuring real-time visibility of: • Conversion by stage, • Pipeline health, • Loss reasons, • QA vs revenue performance, • Establish a single source of truth across sales performance Who This Is For Senior operator from: • Call centre / sales excellence environments, • High-performance sales organisations Strong understanding of: • Sales process control, • Coaching and performance frameworks, • Call intelligence / conversation analytics, • Comfortable challenging senior stakeholders, • Highly data-driven, commercially sharp, and detail-oriented This is one of the highest leverage roles in the business. You will build the system that ensures we don’t just grow, we grow efficiently, predictably, and with consistently high customer outcomes.
