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Quality Auditing Analyst

Kuala Lumpur Job No. 11763766 Full-time - On-Site

Job Description

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Within Operations, we are growing our Digital Inside Sales (DIS) team. Our transformational approach to sales brings clients the right combination of expert technical sellers and innovative technology, powered by data and insights. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities.

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Roles & Responsibilities

  • Work with the QA and SMs to identify needs/gaps and help equip employees with the skills, knowledge, and expertise they need to support the business goals. 
  • Involve in the planning phase of activities for performance management initiatives
  • Conduct real time audit/side-by-side with analyst
  • Stay updated with the project trends and tool enhancements
  • Collaborate with the L&D lead to help formalize development programs to improve individual skills or organizational performance
  • Facilitate training refresher sessions based on quality top drivers, assessment errors and updates
  • Facilitate New Hire Classes and cross training
  • Facilitate culture deck training
  • Execute training activities under performance management initiatives
  • Assist the site training lead on conducting 1:1 coaching sessions with the trainers


Qualifications and Experience:

  • 1 - 2 years of experience as a trainer coordinator
  • 1 year of experience in a call auditing or call monitoring role for inside sales agents
  • Excellent oral and written communication skills.
  • Sound decision making and organizational skills
  • Ability to present complex information to a variety of audiences
  • Proficiency in MS office applications (Excel, Powerpoint and Word)
  • Proven ability to master the full training cycle
  • Familiarity with traditional and modern training methods, tools and techniques

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