QA Sales & Call Monitoring Senior Analyst
About The Position
Within Operations, Accenture is growing its Digital Inside Sales (DIS) team. The team combines trusted technical sellers and innovative technology, powered by data and insights. The QA Sales & Call Monitoring Senior Analyst executes and improves the quality assurance program for the inside sales operation, assessing sales interactions against quality, effectiveness, consistency, and compliance standards. The role turns quality findings into insights and recommendations that support better conversion, customer experience, and sales effectiveness. This is a full-time, in-office position in Accenture’s Atlanta, Georgia office.
Requirements
- At least 2 years of experience in quality assurance, data analytics, or reporting.
Nice To Haves
- Bachelor’s degree.
- Inside sales experience.
- Experience with Pivot Tables and PowerPoint.
- Proficiency in Microsoft Excel; advanced functions preferred.
- Prior experience using call monitoring or auditing.
- Excellent written and verbal communication skills.
- Experience with corporate policies and/or community standards.
- Strong attention to detail, both written and verbal.
Responsibilities
- Execute the quality assurance program for the inside sales operation, ensuring adherence to defined sales quality standards, behaviors, and compliance requirements.
- Design, maintain, and continuously improve QA scorecards and evaluation frameworks aligned with the sales motion, client expectations, and business objectives.
- Conduct and oversee call monitoring, deal reviews, and sales interaction evaluations across sellers and teams.
- Lead QA calibrations with Sales Managers, Service Delivery Leads, and clients to ensure scoring consistency and alignment.
- Translate QA findings into actionable insights, trends, and recommendations to improve conversion, customer experience, and sales effectiveness.
- Partner with Sales Leadership and Learning & Development to provide coaching inputs, training recommendations, and remediation plans based on quality gaps.
- Track, analyze, and report quality metrics, including pass rates, defect trends, root cause analysis, and improvement outcomes.
- Ensure compliance with contractual, regulatory, and internal sales standards, and proactively escalate risks and quality issues.
- Support new-hire onboarding and ramp by validating quality readiness and providing early-stage feedback to sales leaders and trainers.
- Refine QA processes, tooling, and governance as the sales program evolves.
Benefits
- Medical, dental, vision, life, and long-term disability coverage.
- 401(k) plan.
- Bonus opportunities.
- Paid holidays.
- Paid time off.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
