QTP Lead (Quality, Training & Process)

Accenture; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Free medical services

Wellness programs

Education benefits

Employee stock purchase plan

Training platforms access

Disability support

Job summary

Accenture Industry and Enterprise in Lisbon is seeking a QTP Lead to oversee quality governance, ensure process stability, and manage controlled changes across Operations. You’ll drive delivery performance, ensure compliance, and protect client outcomes while adapting to changing volumes and scope.

You’ll bridge Operations, WFM and Business Transformation, supervise the QC team and Trainers, and lead initiatives in quality, change management and documentation with strong data analysis and

Qualifications

• Minimum 3 years in operations, quality, or compliance.
• Proven leadership of quality initiatives.
• Strong analytical and data-driven problem solving.
• Excellent stakeholder communication.
• Experience in regulated environments (AML, Payments).

Responsibilities

• Lead quality governance and process stability.
• Own quality framework and KPIs.
• Coordinate with WFM and Business Transformation.
• Ensure training readiness for go-live.

Skills

Quality governance

Root cause analysis

Stakeholder management

Data analysis

Change management

Education

Bachelor's degree

Job description

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.

WhatYou’llDo

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 proficiencyrequired).

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.

WhatWeOffer

• Healthinsurance
• Life Insurance and Pension PlanPrograms
• Freemedicalservicesattheoffice(Physician,Nutritionist,Psychologist)
• Wellnessprograms
• FlexbenProgram(SupportforEducation,Kindergarden, Training, Technology, Health)
• EmployeeShare Purchase Plan
• PersonalizedtrainingpathsandaccesstoUdemyandPlurisightPlataforms
• Flex-abilityprogram(financialand flexible supportforpeoplewithdisabilities)
• Specialbankingconditions

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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