Quality Assurance Specialist at Accenture

Melbourne, Victoria, Australia

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, SalesIndustries

Requirements

Proven experience in Quality Assurance, ideally in B2B sales or telecommunications
Strong expertise in sales processes, customer engagement best practices, and regulatory compliance
Proficient in CRM systems, call evaluation tools, and productivity software (MS Office Suite, Power BI, etc.)
Analytics and reporting proficiency, alongside experience with tools such as Power BI and Excel
Exceptional listening, analytical, and communication capabilities to effectively coach sales representatives in a constructive manner
Detail-oriented approach with a commitment to accuracy and continuous improvement
Ability to prioritise tasks and foster collaboration in fast-paced environments
Bachelor’s degree required; specialisation in Professional Sales or Account Management preferred
3-4 years of sales or marketing experience required; experience in industry-specific sales preferred
Fluent in English

Responsibilities

Conduct regular assessments of inside sales calls and interactions against predefined quality standards and Australian telecommunications compliance requirements
Identify gaps in sales techniques, product knowledge, and customer handling; provide actionable feedback to individual sales representatives and management
Collaborate with sales leadership and training teams to create and execute coaching programs based on QA findings
Ensure all sales communications comply with relevant regulations and company policies
Track, report, and analyse key quality metrics, trends, and performance improvement opportunities on a weekly/monthly basis
Enhance workflows and improve the overall customer experience through process improvements
Participate in cross-functional meetings to align quality assurance efforts with overall business objectives
Maintain updated knowledge on evolving telco products, market trends, and regulatory changes that impact sales operations
Deliver quality assessments of call recordings based on established targets
Scorecard evaluations and detailed analytics of agent performance missed criteria, and quality trends
Reporting dashboards focused on agent coaching prioritisation, team benchmarking, and program-level adjustments
Support agent training through role-plays, progress tracking, and certification aligned with quality standards

Skills

Quality Assurance

Call Analysis

Sales Coaching

Compliance Monitoring

Performance Metrics

Data Analytics

Reporting Dashboards

Training Programs

Process Improvement

Telecommunications Regulations

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

Land your dream remote job 3x faster with AI

Try Jobo Free