QTP Lead (Quality, Training & Process)

Accenture Portugal; Lisboa; Presencial; EUR 60 000 - 90 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Life Insurance and Pension Plan

Free medical services at office

Wellness programs

Udemy/Pluralsight training access

Flexben Program

Employee Share Purchase Plan

Flexible banking conditions

Resumo da oferta

Accenture Industry and Enterprise in Portugal seeks a QTP Lead to govern quality, drive process stability, and embed controlled changes within Operations. You will bridge Operations, WFM and Business Transformation to protect service levels while improvements evolve.

You will guide calibration, training, and documentation, partnering with TLs, SMEs, and Delivery Leads to ensure compliant, high‑quality outcomes across the client portfolio.

Qualificações

• 3+ years in Operations, Quality, Process, or Compliance‑driven environments.
• Proven experience leading quality initiatives and root cause analysis.
• Strong analytical and problem‑solving skills; translate data into actions.
• Excellent stakeholder management and communication skills.
• Experience in regulated environments (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.
• English level: C1 (advanced proficiency).

Responsabilidades

• Quality governance and performance monitoring across the operation.
• Own the quality framework, ensuring alignment with policies and contracts.
• Monitor KPIs, identify trends, define corrective actions with teams.
• Lead change assessment, testing, and controlled rollout with stakeholders.
• Maintain process documentation and SOPs; support process maps.
• Interact with internal and external stakeholders; present findings and risks.
• Identify training needs and partner to define learning paths and enablement.
• Ensure readiness of teams prior to go‑live of changes.

Conhecimentos

Quality governance

Process improvement

Stakeholder management

Analytical thinking

Change management

Communication

Leadership

Regulated environments

Data-driven decisions

English proficiency

Formação académica

Bachelor’s degree in finance, Economics, Business, Law, or related field

Descrição da oferta de emprego

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 You’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 We Offer

• 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