The Quality Auditing Analyst 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. Fulfil other quality coaching assignments as needed.

Job 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 Italian.
• Good level of English.

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling
• Additional paid time off
• Flexible home office policy
• Flexible benefits
• Luxury health & dental insurance
• Life insurance
• Food vouchers
• Fuel card
• Multisport card
• Employee Assistance Program
• Bonuses for special occasions
• Options to buy shares

Location: Sofia, Bulgaria

Work Model: Full time work from office

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Join Accenture to work at the heart of change.

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