DELIVERABLE (NO EXHAUST)

• Quality assessments of call recordings based on established targets.
• Scorecard evaluations and detailed analytics of agent performance missed criteria, and quality trends.
• Reporting dashboards focused on agent coaching prioritisation, team benchmarking, and program-level adjustments.
• Support agent training through role-plays, progress tracking, and certification aligned with quality standards.

QUALIFICATIONS

• Proven experience in Quality Assurance, ideally in B2B sales or telecommunications.
• Strong expertise in sales processes, customer engagement best practices, and regulatory compliance.
• Proficient in CRM systems, call evaluation tools, and productivity software (MS Office Suite, Power BI, etc.).
• Analytics and reporting proficiency, alongside experience with tools such as Power BI and Excel.
• Exceptional listening, analytical, and communication capabilities to effectively coach sales representatives in a constructive manner.
• Detail-oriented approach with a commitment to accuracy and continuous improvement.
• Ability to prioritise tasks and foster collaboration in fast-paced environments.

EDUCATION

• Bachelor’s degree required; specialisation in Professional Sales or Account Management preferred.

EXPERIENCE

• 3-4 years of sales or marketing experience required; experience in industry-specific sales preferred.

ROLE OVERVIEW

As a Quality Assurance Specialist at Accenture, you will monitor, evaluate, and enhance the performance of the inside sales team by analysing calls, sales processes, and compliance adherence. Your work will contribute to improving customer satisfaction, sales effectiveness, and operational efficiency, while ensuring alignment with business goals and regulatory standards. You will implement continuous improvement initiatives and support tailored training programs to elevate team performance.

KEY RESPONSIBILITIES

• Conduct regular assessments of inside sales calls and interactions against predefined quality standards and Australian telecommunications compliance requirements.
• Identify gaps in sales techniques, product knowledge, and customer handling; provide actionable feedback to individual sales representatives and management.
• Collaborate with sales leadership and training teams to create and execute coaching programs based on QA findings.
• Ensure all sales communications comply with relevant regulations and company policies.
• Track, report, and analyse key quality metrics, trends, and performance improvement opportunities on a weekly/monthly basis.
• Enhance workflows and improve the overall customer experience through process improvements.
• Participate in cross-functional meetings to align quality assurance efforts with overall business objectives.
• Maintain updated knowledge on evolving telco products, market trends, and regulatory changes that impact sales operations.