Summary: The QTP Lead ensures quality governance, process stability, and controlled change implementation within Operations, acting as a bridge between teams to maintain performance and compliance. Highlights: 1. Own quality framework and monitor KPIs for operational scope 2. Primary owner for impact assessment of process, policy, or volume changes 3. Maintain and evolve process documentation, SOPs, and operational guidelines ### **Accenture Industry and Enterprise** ### **In today’s business environment, growth isn’t just about building value – it’s fundamental to long‑term business survival. So how do organizations sustain themselves? The key is a new operating model—one that’s anchored around the customer and propelled by intelligence to deliver exceptional experiences across the enterprise at speed and at scale. At** **Accenture Industry and Enterprise****, you will deliver breakthrough business outcomes for clients—by harnessing talent, data and intelligence to revolutionize their operating models.** ### **What** **Y****ou’ll** **Do** ### **The QTP Lead is accountable for quality governance, process stability, and controlled implementation of change within Operations. The role ensures that delivery performance, compliance, and customer outcomes are maintained while processes evolve, volumes fluctuate, and scope changes are introduced.** ### **The QTP Lead acts as a bridge between Operations, WFM and Business Transformation ensuring that changes are properly assessed, tested, communicated, and embedded without disrupting service levels** ### **Supervises the work of the QC and The Trainers** **Key Responsibilities** * Quality Governance \& Performance * Own the quality framework for the operational scope, ensuring alignment with policies, regulatory requirements, and contractual commitments. * Monitor quality KPIs, identify trends and root causes, and define corrective actions in collaboration with TLs, SMEs, and Delivery Leads. * Ensure consistent application of quality standards across teams, including calibration and guidance updates. **Change \& Impact Management** * Act as the primary owner of impact assessment for process, policy, or volume changes. * Evaluate impacts on AHT, capacity, quality, training, and tooling, coordinating with WorkForce Management and Business Transformations * Define mitigation plans, pilots, or phased rollouts when required, ensuring controlled implementation. **Process Ownership \& Documentation** * Maintain and evolve process documentation, SOPs, and operational guidelines. * Ensure documentation is accurate, signed off, and aligned with what is executed in production. * Support creation of detailed process maps where required to understand operational impacts. **Stakeholder \& Client Interaction** * Serve as a key point of contact for quality and process topics with internal and external stakeholders. * Present findings, risks, and recommendations in governance forums (e.g. QBRs, SteerCos). * Ensure transparent communication of changes, expectations, and outcomes. * Training \& Enablement * Identify training needs driven by quality gaps or process changes. * Partner with Trainers and Delivery to define learning paths, assessments, and nesting support. * Ensure readiness of teams prior to go‑live of new processes or changes. **Skills \&Experience** * Strong background (at least 3 years) in Operations, Quality, Process, or Compliance‑driven environments. * Proven experience leading quality initiatives, root cause analysis, and continuous improvement. * Strong analytical and problem‑solving skills, with ability to translate data into actions. * Excellent stakeholder management and communication skills. * Experience in regulated environments (e.g. AML, Payments, Compliance, Risk). * Exposure to change management, transformation, or process redesign initiatives. * Comfortable working with data, dashboards, and performance metrics. * Focus on Quality and Service delivery excellence * Bachelor’s degree in finance, Economics, Business, Law, or related field. * English level: C1 (advanced proficiency required). **Working Conditions:** * May be required to work on Client\-observed holidays and local holidays * Overtime may be required to meet deadlines or project needs * Legal: Must own a valid work permit or EU/Schengen Space Nationality to legally work in Portugal. **You must submit your CV in English.** **What** **W****e** **O****ffer** * Health insurance * Life Insurance and Pension Plan Programs * Free medical services at the office (Physician, Nutritionist, Psychologist) * Wellness programs * Flexben Program (Support for Education, Kindergarden, Training, Technology, Health) * Employee Share Purchase Plan * Personalized training paths and access to Udemy and Plurisight Plataforms * Flex\-ability program (financial and flexible support for people with disabilities) * Special banking conditions
João Santos
Indeed · HR
João Santos
Indeed · HR
