Spirit of the role:

The Quality Auditing Analyst is responsible for monitoring and evaluating the performance of sales agents to ensure compliance with program standards and client requirements. This role involves analyzing call recordings, providing feedback, and developing strategies to enhance the quality of service and improve sales performance.

Responsibilities:

• Complete quality audits of agent transactions each month per agreed schedule.

• Provide timely, relevant, and possibly sensitive feedback to agents and their team manager.

• Create and complete Quality Assurance reports and distribute to stakeholders.

• Analyze quality results and provide training, process, and quality improvement recommendations.

• Participate in internal and external client meetings re quality processes, the quality form, or quality improvement initiatives.

• Participate in and or manage monthly calibration sessions with internal stakeholders and or the client.

• Improve agent performance through the completion of side by side coaching.

• Maintain all quality assurance metrics. Fulfil other quality coaching assignments as needed.

Job Qualifications:

• At least 1-year of experience in Quality.

• At least 1-year sales experience primarily outbound sales upselling, cross selling, online sales, or telemarketing relationship sales, ad sales, digital marketing.

• Strong understanding of sales processes, techniques, and best practices.

• Excellent analytical and problem solving skills.

• Proficiency in using quality monitoring tools and CRM software.

• Strong communication and interpersonal skills.

• Attention to detail and a high level of accuracy in work.

• Ability to work independently and as part of a team.

• Fluency in Russian/Ukrainian.

• Good level of English.

Benefits:

We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling

• Additional paid time off

• Flexible home office policy

• Flexible benefits

• Luxury health & dental insurance

• Life insurance

• Food vouchers

• Fuel card

• Multisport card

• Employee Assistance Program

• Bonuses for special occasions

• Options to buy shares

Location: Sofia, Bulgaria
Work Model: Full time work from office

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.