Job
Description
Skill required: Sales Operations - Sales Enablement Designation: Quality Auditing Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 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? Transforming sales to become a future-ready and digital B2B revenue engine. Backend sales operations , maintaing and creating sales reports , dash boards Equip sales teams with the right content, training, and data to drive sales activity. What are we looking for? "Excellent Communication Skills: Strong listening and verbal communication skills to accurately assess customer interactions. Analytical Skills: Ability to analyze data, identify trends, and draw meaningful conclusions to inform improvement strategies. Attention to Detail: Keen focus on capturing nuances in customer interactions and accurately evaluating performance against quality standards. Customer Service Orientation: Understanding of customer needs and a commitment to delivering exceptional customer service. Interpersonal Skills: Ability to provide constructive feedback and coach agents effectively. Technical Proficiency: Familiarity with call recording systems, quality monitoring software, and data analysis tools CRM proficiency: Expertise in using CRM systems (e.g., Salesforce, SAP) to extract and analyze sales data. Sales process knowledge: Understanding the complete sales cycle, from lead generation to closing deals, to identify potential bottlenecks and areas for improvement. Business acumen: Applying business knowledge to interpret sales data and align quality analysis with overall company goals. Sales forecasting: Analyzing sales trends to accurately predict future sales performance and identify potential risks "- Ability to establish strong client relationship - Ability to manage multiple stakeholders - Adaptable and flexible - Collaboration and interpersonal skills - Problem-solving skills" Roles and Responsibilities: "Quality Analyst is responsible for monitoring and evaluating customer interactions across various channels (calls, emails, chats) to ensure they adhere to established quality standards, identifying areas for improvement, and providing feedback to agents and teams to optimize customer experience and service delivery. Key Responsibilities: Quality Monitoring: Regularly listen to recorded customer interactions, evaluating agent performance against set quality metrics like adherence to scripts, product knowledge, tone of voice, problem-solving skills, and customer satisfaction. Data Analysis: Analyze call metrics and trends to identify areas of concern and opportunities for improvement, generating detailed reports to share with management. Feedback and Coaching: Provide constructive feedback to agents through individual coaching sessions, highlighting strengths and areas needing development, to enhance their performance. Calibration Meetings: Participate in regular quality calibration sessions with other analysts to ensure consistent evaluation standards across the team. Quality Standard Development: Assist in developing and updating quality standards based on company policies, customer feedback, and industry best practices. Auditing and Compliance: Conduct periodic audits to ensure compliance with regulatory requirements and company guidelines. Training Support: Collaborate with training teams to identify training needs based on quality analysis and contribute to the development of training materials. Issue Escalation: Identify and escalate critical customer issues to relevant teams for timely resolution. Compliance Oversight: Monitor sales activities to ensure compliance with relevant regulations and company policies related to sales practices and customer interactions. Collaboration with Sales Teams: Work closely with sales managers and teams to understand their challenges, identify areas for improvement, and implement quality initiatives to achieve sales goals. Sales Data Analysis: Regularly review and analyze sales data from the CRM system to identify trends, patterns, and areas where sales performance can be enhanced, including metrics like conversion rates, lead generation, average deal size, and customer satisfaction. " Show more Show less
