AI-Driven Quality & Performance Lead - Ads

Accenture; Dublin; On-site; EUR 80,000 - 100,000; Full time

Job summary

Accenture in Dublin is seeking aQuality & Performance Lead to drive sales excellence across the Ads sales organization by identifying coaching opportunities, analysing interactions and influencing continuous improvement initiatives to raise conversion and satisfaction.

You will partner with Team Leads, Sales Managers and Client stakeholders to ensure agents deliver high-quality customer experiences while meeting business objectives, leveraging AI-powered insights and quality monitoring in a

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.

Responsibilities

• 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.

Skills

English proficiency

Feedback & coaching

Performance data analysis

Education

Bachelor’s Degree or equivalent

Tools

AI-powered quality monitoring tools

Job description

Accenture in Dublin is seeking aQuality & Performance Lead to drive sales excellence across the Ads sales organization by identifying coaching opportunities, analysing interactions and influencing continuous improvement initiatives to raise conversion and satisfaction.

You will partner with Team Leads, Sales Managers and Client stakeholders to ensure agents deliver high-quality customer experiences while meeting business objectives, leveraging AI-powered insights and quality monitoring in a