• Quality Auditing Lead

    AccentureAtlanta, GA 30309

    Job #2501084527

  • Job Description: 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 ~~~ . 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. Key Responsibilities: + 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. Basic Qualifications: + 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 Preferred Qualifications: + Bachelor's Degree + 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, ~~~, ~~~, ~~~, 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 What We Believe We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (~~~) Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Accenture is committed to providing veteran employment opportunities to our service men and women. For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement (~~~) . Requesting An Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at ~~~, send us an email (~~~) or speak with your recruiter. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

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