QA / Quality & Performance Lead (CL10)

Quality & Performance Lead (CL10)

Location: Dublin (fully onsite)

About Accenture

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.

Quality & Performance Lead

Role Overview

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.

Key Responsibilities

Quality Assurance & Performance Management

• 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.

Coaching & Sales Effectiveness

• 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.

Insights & Continuous Improvement

• 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.

Stakeholder Management

• 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.

Qualifications

Basic Qualifications

• 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.

Preferred Qualifications

• 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.

Key Competencies

• 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

What Success Looks Like

• 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.

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 

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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