The Quality Analyst plays a crucial role in maintaining and improving the quality of customer interactions.
Execute upon global and regional OKRs
Achieve the weekly target number of calls audited with fidelity
Attain a high calibration score with respect to audit submissions
Insights Production
Execute on quality assurance investigations with fidelity to provide impactful insights on skills and behaviors of sales representatives
Demonstrate data literacy through accurate insight production
Demonstrate sales expertise by aligning investigation insights to actionable sales improvements
Execute on quality control processes with fidelity to mitigate risk of poor seller behavior
Execute on quality improvement projects, supporting regional and global implementations
Create and Maintain Quality collateral:
Keep all Regional-specific Quality documentation and training materials up to date
Request the update of Gong trackers as needed.
Regularly maintain Gong call library with call examples to be used in training
Support Quality Manager:
Assist the Regional Quality Manager with the onboarding of recent team members
Assist the Regional Quality Manager with execution of quality processes, investigations, and projects
Ensure alignment between regional Quality team processes and global business practices
Stay adaptable with changes and adaptations to global business
Stay notably abreast on key expectations and product changes by attending all relevant sales trainings (e.g. Seasonal Moments trainings)
Ensure that the quality evaluation process is aligned with the latest sales strategies and guidelines
📌 Inside Sales Quality Assurance Analyst Sydney
🏢 Accenture
📍 Australia