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.

● 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

● 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

● 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

● 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

● 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

● 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

 Visit us at www.accenture.com 

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, military veteran status, sexual orientation, gender identity or expression, genetic information, 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.