Quality Auditing Specialist

Skill required: Digital Inside Sales - Inside Sales



Designation: Quality Auditing Specialist



Qualifications:Any Graduation



Years of Experience:7 to 11 years



What would you do?
The DIS COE(Center of Excellence) team plays a crucial role in establishing solution foundation principles to ensure strong delivery(sales operations) outcomes; create & implement mobilization SOP for seamless launch experience for new deals. Accomplished through the alignment of sales strategy with client and delivery teams, crafting of engagement strategies, providing capability support via sales messaging, coaching and quality compliance leadership to ensure noiseless transitions and delivery operations. The DIS COE team is also responsible for developing and deploying governance playbooks to evolve operational maturity of DIS deals to reach the auto pilot stage. The Performance, Risk and Quality Senior Analyst plays a vital role in performance management of our agents through deployment of the standardized Quality Sales Compliance framework, customizing the framework and best practices to fit the individual program requirements & specific client needs. The person filling this role must have a balance of inside sales experience, quality auditing, critical thinking, sales coaching, and client interaction and collaboration skills.The person filling this role must have a balance of inside sales experience, quality auditing, critical thinking, sales coaching, and client interaction and collaboration skills.



What are we looking for?

Interaction Assessment and Scorecarding?Develop or evolve appropriate scorecards relative to the sales motion, interaction composition, client compliance and other related measures?Develop, deploy and oversee the ongoing assessment, evaluation, analysis and coaching of Agent PerformanceInteraction CalibrationStructure internal and external (with client) interaction calibration methods, specific to each program to agree upon:?What good sounds like?Interaction decomposition?Assessment scoring rubric and values?Facilitate group and other forum discussions to aid in continued alignment and to allow agents to benefit from hearing feedback for themselves and others?Extremely good verbal & written communications and presentation skills?Ability to observe, analyze and give constructive feedback?Analytical / Quantitative skills?Effective problem-solving skills?Ability to prioritize, meet deadlines and work under pressure in an unstructured environment?Good interpersonal and collaboration skills?High level of maturity to handle people including but not limited to clients, stakeholders, peers etc.


Roles and Responsibilities:

Agent Performance Management?Define agent evaluation frameworks and methods for performance and quality?Enable our quality leads, sales coaches, and other agent performance roles on client programs?Reviews the TNI's for training interventions and performance managementAgent Performance Enablement?Collaborate with Sales Messaging team to understand and align assessment methods, interaction sequences and cadence?Ensure QA systems (Accenture's or client's) are configured optimally to gather and report on interaction recordings, transcriptions, scorecarding and coaching feedback


Qualifications

Any Graduation