This is a Quality Assurance Specialist role with Accenture based in Melbourne, VIC, AU
== Accenture ==
Role Seniority - mid level
More about the Quality Assurance Specialist role at Accenture
Role Overview
As a Quality Assurance Specialist at Accenture, you will monitor, evaluate, and enhance the performance of the inside sales team by analysing calls, sales processes, and compliance adherence. Your work will contribute to improving customer satisfaction, sales effectiveness, and operational efficiency, while ensuring alignment with business goals and regulatory standards. You will implement continuous improvement initiatives and support tailored training programs to elevate team performance.
Key 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.
Deliverable (no exhaust)
* 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.
Qualifications
* 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.
Education
* Bachelor’s degree required; specialisation in Professional Sales or Account Management preferred.
Experience
* 3-4 years of sales or marketing experience required; experience in industry-specific sales preferred.
Languages
* Fluent in English
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 for Australia:
At Accenture, our intention is to foster a culture and a workplace in which all of our people feel a sense of belonging and are respected and empowered to do their best work.
As part of our talent strategy, we hire and develop people who have different backgrounds, different perspectives and different lived experiences. These differences ensure that we have and attract the cognitive diversity to deliver a variety of perspectives, observations and insights which are essential to drive the innovation needed to reinvent, and we hold our leaders accountable for ensuring we have the most innovative and talented people in our industry.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email **********@accenture.com and cite the relevant Job Number, or contact us on +61 2 9005 5000.
Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Accenture team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
* 🔍 Conducting assessments
* 📝 Identifying gaps
* 🤝 Collaborating with teams
Key Strengths
* ✅ Quality Assurance
* 📊 Sales Processes
* 📈 Analytics and Reporting
* 💻 CRM Systems
* 🗣️ Communication Skills
* 🔍 Detail Orientation
A Final Note: This is a role with Accenture not with Hatch.