Quality Auditing Specialist

Skill required : Digital Inside Sales - Inside Sales

Designation : Quality Auditing Specialist

Qualifications : Any Graduation

Years of Experience : 7 to 11 years

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, Technology and Operations services, and Accenture Song— all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 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

What would you do

• Bachelor's degree in business administration, Inside Sales, Communications, or a related field.
• 7-11 years of progressive experience in quality assurance within the customer service, account management, or KAM industry.
• Demonstrated expertise in developing and implementing QA frameworks, metrics, and performance indicators for client-facing services.
• Strong analytical skills with the ability to interpret data, identify insights, and make data-driven recommendations for process improvements.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external clients.
• Detail-oriented with a commitment to delivering high-quality results in a dynamic and fast-paced environment.
• Proficiency in using MS Office applications and quality assurance software / tools. What are we looking for
• Certification in Quality Assurance or related field (e.g., Six Sigma, Lean).
• Experience with CRM systems
• Familiarity with customer experience (CX) measurement tools and methodologies.
• Nice to have : Experience with IT software and SaaS solutions Roles and Responsibilities :
• Develop and implement quality assurance processes and initiatives specifically tailored for our services, ensuring alignment with client expectations and service level agreements (SLAs).
• Design and execute comprehensive quality assurance programs, including monitoring Seller interactions, reviewing account management strategies, and evaluating service delivery performance.
• Conduct regular audits and assessments of key account management processes to identify areas for improvement and ensure adherence to industry standards.
• Collaborate closely with teams and client stakeholders to understand client needs, challenges, and strategic objectives.
• Analyze quality data and metrics to generate insights, identify trends, and recommend actionable solutions to enhance service quality and customer satisfaction.
• Lead quality assurance reviews and performance evaluations, providing constructive feedback and coaching to teams to drive continuous improvement.
• Implement quality assurance tools, systems, and reporting mechanisms to facilitate effective monitoring, measurement, and reporting of performance.
• Stay updated on industry best practices and trends in the process and customer experience management to continuously refine and improve quality assurance processes.
• Audits must be completed as per the requirements of operations team and regular 1-1 feedback to the reps for every audit conducted.
• Participate in Process Calibration sessions with Clients and Cross Vendor
• Take accountability for effectively handling escalations
• Identify root causes for business related issues and recommend solutions to improve overall client satisfaction

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Skills Required

Ms Office Applications, Crm Systems