Title: Quality Auditing Senior Analyst

Career Level: 10

Quality analyst role is responsible for monitoring and evaluating the performance of sales agents to ensure compliance with program standards and client requirements. This role involves analyzing call recordings, providing feedback, and developing strategies to enhance the quality of service and improve sales performance.

Responsibilities

·       Complete quality audits of agent transactions each month per agreed schedule.

·       Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.

·       Create and complete Quality Assurance reports and distribute to stakeholders.

·       Analyze quality results and provide training, process, and quality improvement recommendations.

·       Participate in internal and external client meetings re quality processes, the quality form, or quality improvement initiatives.

·       Participate in and or manage monthly calibration sessions with internal stakeholders and or the client.

·       Improve agent performance through the completion of side by side coaching.

·       Maintain all quality assurance metrics. Fulfill other quality coaching assignments as needed.

This role is taking place onsite at our Sofia Office.

Qualifications:

·       At least 1-year of experience in Quality.

·       At least 1-year sales experience primarily outbound sales upselling, cross selling, online sales, or telemarketing relationship sales, ad sales, digital marketing.

·       Strong understanding of sales processes, techniques, and best practices.

·       Excellent analytical and problem solving skills.

·       Proficiency in using quality monitoring tools and CRM software.

·       Strong communication and interpersonal skills.

·       Attention to detail and a high level of accuracy in work.

·       Ability to work independently and as part of a team.

Fluency in Germanlanguage.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 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 

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