Quality Auditing Lead
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 centers. Our 674,000 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. Visit us at www.accenture.com.
In today’s business environment, growth isn’t just about building value—it's fundamental to long-term business survival. So how do organizations sustain themselves? The key is a new operating model—one that's anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. You will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.
Operations is one of four services that make up one Accenture –the others are Strategy and Consulting, Interactive and Technology. 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.
As a Quality Auditing Lead, you will analyze and develop executive level insights, strategies, and reports surrounding inside sales calls. You will be involved in management decisions, changes in the operation by assisting the operational manager and team leads to appoint impact of metrics and designing reports to present the actual and forecasted scenario.
Manage, train, coach and evaluate a team of Call Quality Analysts on best practices, SOPs and on the use of audit tools and systems
Create KPI metrics for team of Call Quality Analysts and review their scorecards to ensure adherence to policies and guidelines
Create daily / weekly / monthly reports, audit call logs and manage tracking issues
Partner with internal teams to confirm that decisions made by Agents and Sales Specialists are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
As new guidelines and policies are being developed and prototyped, provides details to teams around the impact of the policy change on the team’s current work and surfaces gaps in knowledge, process, and technology between the intent of the guidelines and policy and how content review takes place
Actively review decision accuracy audits to ensure consistency and alignment with snap community standards and internal policies
Manage investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
This is a hybrid position out of the Atlanta, Georgia office.
4 years of experience in a lead role
2 years of experience in a call auditing or call monitoring role for inside sales agents
2 years of experience in gathering and synthesizing call data analytics and creating reports for Senior Managers and Training team
Previous experience in a call auditing or call monitoring role
Prior experience using a Revenue Intelligence tool for call monitoring/ auditing such as Gong, Clari, Salesforce Revenue Intelligence, Chorus.ai, revenue.io, People.ai, Insight Squared or other
Knowledge of the latest trends associated with digital media, online marketing and advertising
Exceptional written and verbal communication skills
Experience using MS Office, Salesforce, Google Workspace and CRM tools
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in Albany County, NY, California, Colorado, New York City or Washington as set forth below. And information on benefits is here .
- California: $73,000 – $141,900
- Colorado: $73,000 – $122,600
- New York – Albany: $67,600 - $113,500
- New York City: $84,500 – $141,900
- Washington: $77,700 – $130,500
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