Servicing Travel Advisor IV - Client Engagement Quality Control Lead

Join Valerie Wilson Travel as a Servicing Travel Advisor IV - Client Engagement Quality Control Lead and redefine how discerning clients begin their journeys by owning lead intake quality control, streamlining onboarding workflows, and elevating operational excellence across every channel.

You'll pair high-touch client engagement with rigorous data integrity, metric-driven performance reporting, and continuous improvement to deliver a seamless, best-in-class onboarding experience for luxury and high-net-worth travelers.

As a Servicing Travel Advisor IV - Client Engagement Quality Control Lead within Valerie Wilson Travel, you will serve as a strategic leader responsible for overseeing lead intake quality control, optimizing client onboarding workflows, and ensuring operational excellence across all client engagement channels.

This role plays a critical part in enhancing the overall client onboarding experience while driving data integrity, responsiveness, and seamless execution of new client initiatives.

In this elevated capacity, you will combine hands-on client engagement with quality control oversight, performance reporting, and continuous improvement initiatives.

You will manage and optimize intake workflows, support new client consultations, oversee Customer Relationship Management (CRM) data integrity, and provide leadership visibility into onboarding performance metrics - ensuring a best-in-class experience for luxury and high-net-worth clientele.

Job Responsibilities


* Oversees all lead intake channels and initiative inboxes, ensuring timely responsiveness in alignment with established Service Level Agreements (SLAs).


* Implements and maintains standardized inbox management and onboarding procedures to ensure operational consistency and quality control.


* Monitors and triages incoming communications, ensuring accurate routing and resolution while minimizing service disruptions.


* Conducts consultation calls with new clients to gather insights and support a highly personalized onboarding experience.


* Manages scheduling and coordination of new client engagement calls in partnership with the Manager of Client Engagement.


* Oversees the end-to-end client onboarding process, including advisor assignment and development of comprehensive CRM client profiles.


* Ensures data integrity across CRM platforms and Monday.com, maintaining accurate lead pipeline tracking and client reporting.


* Tracks and reports on intake performance metrics, response times, and onboarding trends to inform leadership decision-making.


* Identifies opportunities to improve efficiency, personalization, and pipeline conversion rates.


* Maintains and audits departmental communication templates and onboarding documentation to support continuous improvement.


* Collaborates with cross-functional partners to execute client engagement strategies that enhance service excellence and brand alignment.

Required qualificati...