QA / Quality & Performance Lead (CL10)

Accenture is a leading global professional services company that helps the world's leading businesses, governments and organizations build their digital core, optimize operations, accelerate revenue growth and enhance citizen services. We combine technology with human ingenuity to create tangible value at speed and scale.

Within Operations, we are growing our Digital Inside Sales organization, delivering high-impact sales solutions powered by data, AI and industry expertise. As part of this growth, we are seeking a Quality & Performance Lead to support our client Ads business.

Visit us at www.accenture.com 

The Quality & Performance Lead is responsible for driving sales excellence across the Ads sales organization by identifying opportunities to improve agent performance, customer interactions and overall sales effectiveness.

This role will lead quality assurance activities across the program, leveraging AI-powered insights, call analysis tools and performance data to evaluate customer engagements, identify coaching opportunities and influence continuous improvement initiatives.

The successful candidate will work closely with Team Leads, Sales Managers, Training, Operations and Client stakeholders to ensure agents consistently deliver high-quality customer experiences while achieving business objectives.

• Evaluate and audit sales interactions across voice and digital channels to ensure adherence to quality standards, sales methodologies and client expectations.
• Conduct detailed call reviews and conversation assessments to identify performance strengths and improvement opportunities.
• Utilize AI-enabled quality monitoring and conversation intelligence tools to uncover trends, behavioural patterns and coaching opportunities.
• Perform root cause analysis to understand quality gaps and recommend targeted improvement plans.
• Maintain and continuously enhance quality scorecards, audit frameworks and evaluation methodologies.

• Partner with Team Leads and Managers to deliver actionable coaching recommendations that improve sales performance and customer engagement.
• Facilitate calibration sessions to ensure consistency and fairness in quality evaluations.
• Support agent development through structured feedback sessions and performance improvement initiatives.
• Monitor coaching effectiveness and quality improvement trends across the business.

• Analyze quality, sales performance and operational metrics to identify emerging risks and opportunities.
• Develop executive-ready reports highlighting quality trends, key findings and performance recommendations.
• Drive continuous improvement initiatives focused on increasing conversion rates, customer satisfaction and operational excellence.
• Collaborate with Training teams to identify knowledge gaps and influence development of learning content.

• Act as the Quality SME for the Ads program.
• Present findings, recommendations and quality performance updates to internal and client stakeholders.
• Partner with Operations, Enablement and Leadership teams to ensure alignment on performance standards and improvement strategies.
• Support client audits, quality reviews and business performance discussions as required.

• Minimum 2 years of experience in Quality Assurance, Sales Coaching, Performance Management or Sales Operations.
• Minimum 2 years of experience with Ads Advertising sphere
• Experience delivering feedback and coaching to sales professionals.
• Experience analyzing performance data and translating insights into actionable improvement plans.
• English language proficiency: C1 minimum.

• Bachelor's Degree or equivalent professional experience.
• Experience within Digital Sales, Advertising Sales, SaaS, Technology Sales or B2B Sales environments.
• Experience using AI-powered quality monitoring, conversation intelligence or speech analytics tools.
• Experience developing quality frameworks, scorecards and performance improvement programs.
• Strong stakeholder management and presentation skills.
• Experience working directly with client-facing leadership teams.
• Advanced analytical and problem-solving capabilities.

• Sales Quality Management
• Performance Coaching
• AI-Powered Conversation Analysis
• Stakeholder Management
• Strategic Thinking
• Data-Driven Decision Making
• Root Cause Analysis
• Continuous Improvement
• Executive Communication
• Change Management

• Improved sales quality scores across the Ads organization.
• Increased effectiveness of coaching and agent development initiatives.
• Reduced quality defects and compliance risks.
• Strong adoption of AI-driven call analysis and performance insights.
• Enhanced customer engagement outcomes and sales performance.
• Trusted partnership with both Operations and Client leadership teams.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities