Sales Quality Assurance Analyst

•    Perform quality and process adherence review of contractor’s agents providing support services to client’s customers and end users regarding their interactions with client’s customers and end users and work closely with client to update and implement changes to quality processes and criterias as these changes arise. This includes performing quality evaluations for each agent/ TL in accordance with SLAs
•    Interpret and implement quality assurance standards
•    Before each agent commences insuring and certifying that each agent (including TLs) is qualified based on minimum requirements guidance and/ or mock calls certification
•    Track, measure and report metrics as per agreement with client
•    Attend and lead calibration sessions
•    Analyze data to identify trends, behaviors and areas of improvement through audits
•    Keep track on the improvement of agents especially outliers
•    Conduct calibration sessions and team huddles focused on quality
•    Partner with Training to identify site/ agent opportunities and trend analysis to help determine training solutions to be done to address the areas for improvement
•    To work closely with Operations to ensure that the agents are able to strategize along with the other departments to ensure that we are meeting the client and company targets
•    Performance Improvement, Process Excellence and Continuous Improvement 
•    To the extent that the nature of the services requires supplier to process personal data (as defined by Agreement/s SOW or MSA) supplier warrants that any processing of such personal information will be carried out in compliance with each relevant provision of the data protection law applicable to supplier
•    Problem area identification, suggestions to training to solve for it

Minimum Qualifications
•    At least 1 year work experience in Sales or Quality Assurance
•    Solid understanding of workflow, tools and sales
•    Preferably 1-2 years Experienced Employees specializing in Customer Services or equivalent
•    Open to work in changing schedule
•    Team player with great attention to details and ability to drive impactful insights
        

Preferred Qualifications
•    Exceptional interpersonal and motivational skills
•    Knowledge of BPO voice and back office performance metrics 
•    Excellent computer skills, including but not limited to MS Office and G Suite. Salesforce knowledge is a plus
•    Effective facilitation skills in client and staff meetings 
•    Effective decision-making skills 
•    Ability to speak and write English fluently and idiomatically

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.