Quality Auditing Senior Analyst

Skill required: Digital Inside Sales - Inside Sales

Designation: Quality Auditing Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 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 784,000 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? Transforming sales to become a future-ready and digital B2B revenue engine. Digital Inside Sales involves selling products or services remotely using digital tools and platforms. This includes activities like email marketing, social media outreach, and virtual meetings. The goal is to reach and engage potential customers without face-to-face interactions. It allows sales teams to efficiently manage leads, close deals, and build customer relationships online. This approach is cost-effective and scalable, making it ideal for modern sales strategies. Provide support for lead/opportunity generation: conduct calls / send emails / connect via social media to generate leads, schedule first meetings for sales/pre-sales, conduct customer surveys, identify participants for events, and bring awareness of the product or offering on behalf of sales/marketing teams.

What are we looking for?

• Communication Skills:Proven communication skills (written, verbal, presentation, and phone) with the ability to learn applications related to customer service. Active listening skills to understand reviewer questions & concerns. Engage in client discussion for process improvement sessions.
• Quality Assurance: Exposure to Ads Products & knowledge of traditional & digital media & the competitive landscape; Rich experience in digital marketing concepts & trends (Preferred) Possesses Digital Ads Certifications; in-depth knowledge of Digital Ads Platform & products (Preferred). Proficient in Ms Excel/PPT/Word and/or Google Sheets/Docs/Slides with advanced skills to create reports. Data analysis skills to interpret quality metrics & make data-driven improvements. Conduct RCA, provide feedback, manage coaching logs.
• Cultural Sensitivity & Resilience: Experience or progressive experience in managing quality audits for the assigned workflow.Experience under BPO environment with current exposure in managing night shifts.Ability to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policies.
• Data Analysis: Basic data analysis skills to identify trends, patterns & area of improvement
• Excellent communication and presentation skills, both written and verbal.
• Experience in advertising sales, media account management, successful client engagement & consistent business growth.
• Experience working against an assigned quota with a desire to exceed sales targets or sales KPIs.
• Experience in providing strategic advice to help advertisers get the best return on advertising investments.
• Ability to assess customer needs and successfully pitch on value propositions.
• Ability to communicate effectively across various levels, including senior marketing leaders.
• Flexibility in switching between duties and assignments as per requirement.
• Experience working with CRM systems.
• Dependable, reliable with strong work ethic and time management skills. Roles and Responsibilities:
• Responsible for Quality Audits ensuring service meets the Client & Org Goals & quality standards
• Need to enforce the defined policy guidelines for all workflows assigned under Digital Inside Sales scope
• Need to ensure timely Quality insights are shared to drive process improvements.
• Should ensure timely feedback and individual performance development is tracked & reported
• Should work with core Operations Team & drive over all quality standards defined as per the process
• Conducting sample audit for calls
• Providing feedback to the sellers as per plan & coaching to associates on their areas of improvement
• Reporting Daily / Weekly/ Monthly quality checks to Management. Timely & Accurate publishing of dashboards / reports
• Analysis to be done on bi-monthly basis for top errors along with action plan for same
• Recommend & implement Corrective & Preventive actions for Customer Comebacks /Internal errors / Missing SLA targets
• Conduct compliance audits / short call audits as per process requirements
• Provide intensive support to reps during Performance Improvement Plan (PIP)
• Facilitate continuous improvement by proactively identifying & highlighting the process gaps & training requirements
• Weekly product / process sessions