DESCRIPTION
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.
REQUIREMENTS
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.
OFFER
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.
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.
SKILLS
ARE YOU THE PERFECT CANDIDATE?
Be one of the first to apply
