Quality Improvement

What you’ll do: The Quality Improvement is responsible for building and

maintaining the operational requirements for Regional QI and Hybrid QA Leads to execute on their daily rhythms, manage the accountability systems for those daily rhythms, and be the primary point of contact for program reporting and communication. The Global QI is the key operational owner for Quality Improvement program success.

1)Voice of Customer/Voice of Seller insights

● Deliver on global insights based on call data

○ Leverage the right tools for accurate assessment of call data

● Measure adoption of sales motions at a weekly cadence, produce trend analyses at the end of sales motion period

● Produce clear “so what” narratives for leaders with key findings

● Ensure high quality analysis and reporting from regional QI and hybrid QA leads

● Track and ensure OKR completion for global QI+QA leads

2)Performance Improvement Analyses

● Deliver on a quarterly Global Performance Improvement Analysis

○ Build out appropriate QA-metric tracking systems and dashboards for regular

review and analysis

■ Identify new QA metrics and adapt tracking mechanisms as needed

○ Identify which behaviors, cohorts, or roles signal the need for enablement or

sales manager intervention using a high level of data capture and data analysis

capability.

○ Separate signal from noise: control for basic confounds where possible (tenure, book size, segment, seasonality) and communicate limitations appropriately.

● Identify factors for AI scorecard improvement during evaluation periods

● Own the QI<>SE<>Sales Leadership Flywheel

○ Communicate behaviors, cohorts, or roles that require enablement or sales

manager intervention clearly and effectively

○ Develop ongoing measurement systems to measure success of the flywheel

○ Ensure timely and clear presentation of quality improvement priorities

3) Stakeholder Collaboration & Change Enablement

● Maintain documentation for scorecard definitions, reporting templates, dashboards, and AI agents

● Partner with Sales Enablement in motion adoption, general performance improvement

● Contribute to PMM needs with product adoption focus areas and call context

● Consult with Sales Strategy and Operations for shared tooling and resource

management

● Collaborate closely with executive leadership to align regional initiatives with Global QI parameters

● Manage any project requests or project management documentation and tracking mechanisms

Gong Management

● Manage Gong platform for AI agents, trackers, initiative boards, and AI scorecard tooling

● Stay current with Gong updates and impacts to daily operations for Sales Managers and Quality Control Leads.

● Innovate platform usage within daily operating rhythms

Required Qualifications

● 5+ years in Sales Ops, Sales Enablement, Quality/Compliance, Customer Success Ops, or related roles (or equivalent experience)

● Demonstrated experience running quality programs: audits, scorecards, QA/QC workflows, and stakeholder governance

● Strong cross-functional coordination skills; ability to run triage and drive closures without direct authority

● Analytical fluency: able to interpret trends, build basic dashboards, and use data to prioritize (Excel/Sheets required)

● Excellent written and verbal communication; can synthesize findings into clear actions for leaders and frontline managers

● Comfort working with ambiguity

Preferred Qualifications

● Experience with conversation intelligence tools, transcript-based QA, or AI evaluation workflows

● Familiarity with Calibration/Reliability concepts, sampling strategy, and AI model monitoring

● Experience in ads, marketing technology, or B2B platform sales environments

● Project management experience (Asana/Jira) and change management across a sales org

Core Competencies

● Risk management mindset (customer + compliance + operational)

● Process design and operational rigor

● Stakeholder leadership and influence

● High judgment handling sensitive escalations

● Systems thinking and continuous improvement

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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